Earlier versions of portions of this article were presented at the annual meeting of the Society for Industrial and Organizational Psychology, April 2001, San Diego, California.
Linking service employees' emotional competence to customer satisfaction: a multilevel approach†
Article first published online: 15 JAN 2008
Copyright © 2008 John Wiley & Sons, Ltd.
Journal of Organizational Behavior
Special Issue: Contexts of Positive Organizational Behavior
Volume 29, Issue 2, pages 155–170, February 2008
How to Cite
Giardini, A. and Frese, M. (2008), Linking service employees' emotional competence to customer satisfaction: a multilevel approach. J. Organiz. Behav., 29: 155–170. doi: 10.1002/job.509
- Issue published online: 15 JAN 2008
- Article first published online: 15 JAN 2008
- Manuscript Accepted: 9 OCT 2007
- Manuscript Revised: 20 FEB 2007
- Manuscript Received: 1 SEP 2005
This study investigates the role of the positive organizational behavior (POB) concept of emotional competence for the effective management of participants' affect in service encounters and customers' assessments about the encounter. We developed and tested a two-level model in which service employees' emotional competence is related to both service employees' and customers' state positive affect. Customers' positive affect, in turn, is related to customers' specific and general evaluations of the service rendered. A total of 394 service encounters involving 53 financial consultants of a bank were assessed. Data were analyzed by a combination of path analysis and hierarchical linear modeling (HLM), and the results support large parts of the model. More specifically, employees' emotional competence was related to customer evaluations through their own positive affective state during the encounter as well as through a direct link to the customer evaluations of the encounter. Copyright © 2008 John Wiley & Sons, Ltd.