SERVICE ENCOUNTER

Catherine Prentice

Chapter 3 in Emotional Intelligence and Marketing, 2019, pp 33-45 from World Scientific Publishing Co. Pte. Ltd.

Abstract: The following sections are included:IntroductionUnderstanding Service EncounterThe Nature of Service EncounterAttributions of Emotionally Charged Service EncounterManaging the Service Encounter with Emotional IntelligenceEmotional Intelligence for EmployeesEmployee Emotional Intelligence for CustomersSummaryReferences

Keywords: Emotional Intelligence; Services Marketing; Relationship Marketing; Consumer Behaviours (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2019
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