The Role of Perceived Employee Emotional Competence in Healthcare Services

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Title:	The Role of Perceived Employee Emotional Competence in Healthcare Services
Author(s):	Birgelen, M.J.H. van ; Sen, H. ; Riel, A.C.R. van ; Semeijn, J.
Publication year:	2014
In:	Bigne, E. (ed.), Paradigm Shifts & Interactions
Publisher:	Valencia : Universitat de Valencia
ISBN:	9788437094533
Annotation:	EMAC 2014, 43rd Annual Conference, 3 juni 2014
Publication type:	Article in monograph or in proceedings
Please use this identifier to cite or link to this item : https://hdl.handle.net/2066/132556
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Editor(s):	Bigne, E.
Subject:	Distributional Conflicts in a Globalizing World: Consequences for State-Market-Civil Society Arrangements Responsible Organization
Organization:	Marketing
Book title:	Bigne, E. (ed.), Paradigm Shifts & Interactions
Abstract:	The purpose of this study is to examine how healthcare clients’ perceptions of employee emotional competence (EEC), influences satisfaction and loyalty, specifically the role of rapport and trust in this mechanism. This is a rather neglected topic in services research, which may contribute to better theorizing the role of perceived EEC. An empirical quantitative analysis reveals that perceived EEC leads to more satisfied and loyal clients in healthcare services. Additionally, rapport and trust were found to have a central role in leading to satisfaction and trust. Moreover, rapport was found to influence loyalty through trust, which reveals the mechanism through which rapport operates. Healthcare service managers may benefit from higher levels of emotional competences of their employees, and thus build rapport and trust in healthcare services.