| Title |
Darbuotojų socialinių-emocinių kompetencijų ir klientų pasitenkinimo sąsajos / |
| Translation of Title |
Relationship between employees social-emotional competence and customer satisfaction. |
| Authors |
Pranckevičiūtė, Silvija |
| Full Text |
|
| Pages |
85 |
| Keywords [eng] |
social-emotional competence ; customer satisfaction ; emotional labour |
| Abstract [eng] |
The success of the trade and service sector depends on customer satisfaction and service staff. The employee create intensive interpersonal relationship with clients and so they working so-called emotional labour, which requires not only professional, but also social-emotional competences. Previous studies ignored the role of the emotional factors related to customer service, but customer satisfaction is very closely related with social and emotional employee competence. Therefore, this study seeks to find out the relationship between social-emotional competence and customer satisfaction. |
| Dissertation Institution |
Kauno technologijos universitetas. |
| Type |
Master thesis |
| Language |
Lithuanian |
| Publication date |
2018 |
