Scale development for customer emotional intelligence in service encounters

Wai Mok; Yelena Tsarenko; Mark Gabbott

Scale development for customer emotional intelligence in service encounters

Wai Mok, Yelena Tsarenko, Mark Gabbott

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

Original language	English
Title of host publication	Advances in marketing
Subtitle of host publication	linking organizations and customers : proceedings of the Annual Meeting of the Society for Marketing Advances
Editors	William J. Kehoe, Linda K. Whitten
Place of Publication	Nashville, USA
Publisher	Society for Marketing Advances
ISBN (Print)	9780967605975
Publication status	Published - 2006
Externally published	Yes
Event	Society for Marketing Advances Meeting - Nashville, TN Duration: 1 Nov 2006 → 4 Nov 2006

Conference

Conference	Society for Marketing Advances Meeting
City	Nashville, TN
Period	1/11/06 → 4/11/06

Cite this

@inproceedings{31f6252a618944c3bf7c9e084d9d29cb,

title = "Scale development for customer emotional intelligence in service encounters",

author = "Wai Mok and Yelena Tsarenko and Mark Gabbott",

year = "2006",

language = "English",

isbn = "9780967605975",

editor = "Kehoe, {William J.} and Whitten, {Linda K.}",

booktitle = "Advances in marketing",

publisher = "Society for Marketing Advances",

note = "Society for Marketing Advances Meeting ; Conference date: 01-11-2006 Through 04-11-2006",

}

Mok, W, Tsarenko, Y & Gabbott, M 2006, Scale development for customer emotional intelligence in service encounters. in WJ Kehoe & LK Whitten (eds), Advances in marketing: linking organizations and customers : proceedings of the Annual Meeting of the Society for Marketing Advances. Society for Marketing Advances, Nashville, USA, Society for Marketing Advances Meeting, Nashville, TN, 1/11/06.

Scale development for customer emotional intelligence in service encounters. / Mok, Wai; Tsarenko, Yelena; Gabbott, Mark.
Advances in marketing: linking organizations and customers : proceedings of the Annual Meeting of the Society for Marketing Advances. ed. / William J. Kehoe; Linda K. Whitten. Nashville, USA: Society for Marketing Advances, 2006.

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

TY - GEN

T1 - Scale development for customer emotional intelligence in service encounters

AU - Mok, Wai

AU - Tsarenko, Yelena

AU - Gabbott, Mark

PY - 2006

Y1 - 2006

M3 - Conference proceeding contribution

SN - 9780967605975

BT - Advances in marketing

A2 - Kehoe, William J.

A2 - Whitten, Linda K.

PB - Society for Marketing Advances

CY - Nashville, USA

T2 - Society for Marketing Advances Meeting

Y2 - 1 November 2006 through 4 November 2006

ER -