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Delcourt, C., Gremler, D. D., van Riel, A. C. R., & van Birgelen, M. J. H. (2016). Employee Emotional Competence: Construct Conceptualization and Validation of a Customer-Based Measure. Journal of Service Research, 19, 72-87.
https://doi.org/10.1177/1094670515590776

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