I know how you feel, but it does not always help: Integrating emotion recognition, agreeableness, and cognitive ability in a compensatory model of service performance

Doucet, Lorna, Shao, Bo, Wang, Lu and Oldham, Greg R. 2016, I know how you feel, but it does not always help: Integrating emotion recognition, agreeableness, and cognitive ability in a compensatory model of service performance, Journal of Service Management, vol. 27, no. 3, pp. 320-338, doi: 10.1108/JOSM-11-2014-0307.

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Title I know how you feel, but it does not always help: Integrating emotion recognition, agreeableness, and cognitive ability in a compensatory model of service performance
Author(s) Doucet, Lorna
Shao, BoORCID iD for Shao, Bo orcid.org/0000-0002-0063-5116
Wang, Lu
Oldham, Greg R.
Journal name Journal of Service Management
Volume number 27
Issue number 3
Start page 320
End page 338
Total pages 19
Publisher Emerald Insight
Place of publication Bingley, Eng.
Publication date 2016
ISSN 1757-5818
Keyword(s) Cognitive ability
Agreeableness
Emotion recognition ability
Service performanc
Social Sciences
Management
Business & Economics
Service performance
INDIVIDUAL-DIFFERENCES
NONVERBAL-COMMUNICATION
CUSTOMER ORIENTATION
JOB-PERFORMANCE
SELF-REPORT
PERSONALITY
INTELLIGENCE
LABOR
METAANALYSIS
PERCEPTIONS
Language eng
DOI 10.1108/JOSM-11-2014-0307
Indigenous content off
Field of Research 1503 Business and Management
1506 Tourism
HERDC Research category C1.1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Persistent URL http://hdl.handle.net/10536/DRO/DU:30136414

Document type: Journal Article
Collections: Faculty of Business and Law
Department of Management
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Scopus Citation Count Cited 15 times in Scopus
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