Sorry Sir, Your Flight has been Cancelled! The Role of Employee Competencies in Emotionally Charged Service Encounters

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Delcourt, Cécile; Gremler, Dwayne; Van Riel, Allard et al.

2012 • Frontiers in Service Conference

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https://hdl.handle.net/2268/159084

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Disciplines :

Marketing

Author, co-author :

Delcourt, Cécile ; Université de Liège - ULiège > HEC-Ecole de gestion : UER > UER Management

Gremler, Dwayne

Van Riel, Allard

Van Birgelen, Marcel

Language :

English

Title :

Sorry Sir, Your Flight has been Cancelled! The Role of Employee Competencies in Emotionally Charged Service Encounters

Publication date :

2012

Event name :

Frontiers in Service Conference

Event place :

Washington, United States

Event date :

June

Audience :

International

Available on ORBi :

since 28 November 2013

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