Purpose This paper aims to investigate how employees' emotional competences affect
customers' responses in the context of emotional-driven and personalized services …

Purpose This paper aims to explore service encounters from a social behavior perspective.
By proposing that employees' emotional labor strategies are influenced by customer …

Customers often experience intense emotions during service encounters. Their perceptions
of how well contact employees demonstrate emotional competence in emotionally charged …

Purpose Customers often experience negative emotions during service experiences. The
ways that employees manage customers' emotions and impressions about whether the …

Purpose The purpose of this paper is to investigate the significant contribution of emotions
along with other conventional loyalty drivers on the loyalty intentions. Design/methodology …

At the same time that the emotional demands of service work are receiving increasing
attention in the literature, academic and popular authors are proposing that person …

Purpose–The purpose of this paper is to study the service responses of service providers to
the affective states of business clients and to test whether they have a positive effect on the …

This study investigates the role of the positive organizational behavior (POB) concept of
emotional competence for the effective management of participants' affect in service …

Purpose Frontline employees face constant emotional demands in the course of providing
services to their customers, which can impact job engagement. This study aims to …

Recent years have witnessed a dramatic change in the service encounters due to change in
the behaviors of customers, emerging demands of customers and new trends in the hair …