Scale development for customer emotional intelligence in service encounters

Wai Hoe Mok; Yelena Tsarenko; Mark Gabbott

Scale development for customer emotional intelligence in service encounters

Wai Hoe Mok, Yelena Tsarenko, Mark Gabbott

Department of Marketing

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

Original language	English
Title of host publication	Advances in Marketing: 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
Pages	276 - 279
Number of pages	4
ISBN (Print)	0967605970
Publication status	Published - 2006
Event	Society for Marketing Advances Annual Conference 2006 - Nashville, United States of America Duration: 1 Nov 2006 → 4 Nov 2006 https://societyformarketingadvances.org/resources/Documents/Conference/Past%20Conference%20Programs/2006SMAProgram.pdf

Conference

Conference	Society for Marketing Advances Annual Conference 2006
Abbreviated title	SAM 2006
Country/Territory	United States of America
City	Nashville
Period	1/11/06 → 4/11/06
Internet address	https://societyformarketingadvances.org/resources/Documents/Conference/Past%20Conference%20Programs/2006SMAProgram.pdf

Cite this

Mok, Wai Hoe ; Tsarenko, Yelena ; Gabbott, Mark. / Scale development for customer emotional intelligence in service encounters. Advances in Marketing: Linking Organizations and Customers: Proceedings of the Annual Meeting of the Society for Marketing Advances. editor / William J Kehoe ; Linda K Whitten. Nashville USA : Society for Marketing Advances, 2006. pp. 276 - 279

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

author = "Mok, \{Wai Hoe\} and Yelena Tsarenko and Mark Gabbott",

year = "2006",

language = "English",

isbn = "0967605970",

pages = "276 -- 279",

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

booktitle = "Advances in Marketing: Linking Organizations and Customers: Proceedings of the Annual Meeting of the Society for Marketing Advances",

publisher = "Society for Marketing Advances",

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

url = "https://societyformarketingadvances.org/resources/Documents/Conference/Past\%20Conference\%20Programs/2006SMAProgram.pdf",

}

Mok, WH, 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, pp. 276 - 279, Society for Marketing Advances Annual Conference 2006, Nashville, Tennessee, United States of America, 1/11/06.

Scale development for customer emotional intelligence in service encounters. / Mok, Wai Hoe; 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. p. 276 - 279.

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

TY - GEN

T1 - Scale development for customer emotional intelligence in service encounters

AU - Mok, Wai Hoe

AU - Tsarenko, Yelena

AU - Gabbott, Mark

PY - 2006

Y1 - 2006

M3 - Conference Paper

SN - 0967605970

SP - 276

EP - 279

BT - Advances in Marketing: Linking Organizations and Customers: Proceedings of the Annual Meeting of the Society for Marketing Advances

A2 - Kehoe, William J

A2 - Whitten, Linda K

PB - Society for Marketing Advances

CY - Nashville USA

T2 - Society for Marketing Advances Annual Conference 2006

Y2 - 1 November 2006 through 4 November 2006

ER -