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

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Title:	Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport
Author(s):	Delcourt, C.C. ; Gremler, D.; Riel, A.C.R. van ; Birgelen, M.J.H. van
Publication year:	2012
Publisher:	Nijmegen : Institute for Management Research
Series:	IMR Working Paper Series ; MAR12-05
Publication type:	External research report
Please use this identifier to cite or link to this item : http://hdl.handle.net/2066/111601
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Subject:	Responsible Organization
Organization:	Marketing
Languages used:	English (eng)