Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport

By C. Delcourt, Dwayne D. Gremler, Allard C. R. van Riel, Marcel J. H. van Birgelen. 2013

181 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/ace7d455c9a8532f52c7892aa641531471016950

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Customer experience challenges: bringing together digital, physical and social realms (2018, background): “Researchers have suggested that employee emotional competence, employee–customer rapport and matching employee–customer empathy influence the customer experience and business outcomes (Delcourt et al., 2013; Gremler and Gwinner, 2000; Wieseke et al., 2012).”
Relationships among Senior Tourists’ Perceptions of Tour Guides’ Professional Competencies, Rapport, Satisfaction with the Guide Service, Tour Satisfaction, and Word of Mouth (2018, background): “The concept of rapport has been consistently studied in order to identify the intimacy between the customer and the employee in the service industry (e.g., Delcourt et al. 2013; DeWitt and Brady 2003; Gremler and Gwinner 2000; Kim and Ok 2010).”
Employee Emotional Competence (2016, methodology): “To our knowledge, only one study (Delcourt et al. 2013) has examined EEC in the context of service encounters.”
Online grocery shopping: the impact of shopping frequency on perceived risk (2016, methodology): “In line with the recommendation of Shrout and Bolger (2002) and Delcourt et al. (2013), once mediation is detected, we can examine its significance by bootstrapping the product of the IV → MV and MV → DV effects.”
The effects of human resource flexibility, employee competency, organizational culture adaptation and job satisfaction on employee performance (2020, methodology): “The results of this study are consistent with research conducted by Delcourt et al. (2013).”
Reducing Employee Turnover Intention Through Servant Leadership in the Restaurant Context: A Mediation Study of Affective Organizational Commitment (2018, methodology): “We measured servant leadership using 14 items developed from Ehrhart (2004). The respondents were asked to indicate their feelings about their immediate supervisor.”
Engaging and retaining customers with AI and employee service (2020, unknown): “…and performance over the service encounter constitute the customer experience and form customers ’ perceptions of service quality, which further leads to their involvement and commitment with the firm and is manifested in their engagement with, and loyalty to, the firm (Delcourt et al., 2013).”