Employee behavior, feelings of warmth and customer perception in service encounters

Employee behavior, feelings of warmth and customer perception in service encounters Models link between employees’ behavior and short‐ and long‐term customer perceptions. Subjects were confronted with five different video taped non‐routine service encounters (study 1) and eight manipulated routine service encounters (study 2). In study 1, two judges encoded behavior of service employees. With three types of behavior it was possible to explain customers’ feelings of warmth. Warmth also correlated with measures such as likeability, perceived quality and service loyalty. Study 2 used a hotel reception as a setting, and service quality was manipulated in eight different ways. Warmth correlated highly with post‐experience measures, had a dual impact on customer loyalty and increased intention to stay and willingness to pay more for the same service. Service firms should train employees to deal with emotions and to learn empathic behaviors. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Retail & Distribution Management Emerald Publishing

Employee behavior, feelings of warmth and customer perception in service encounters

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Publisher
Emerald Publishing
Copyright
Copyright © 2002 MCB UP Ltd. All rights reserved.
ISSN
0959-0552
DOI
10.1108/09590550210415239
Publisher site
See Article on Publisher Site

Abstract

Models link between employees’ behavior and short‐ and long‐term customer perceptions. Subjects were confronted with five different video taped non‐routine service encounters (study 1) and eight manipulated routine service encounters (study 2). In study 1, two judges encoded behavior of service employees. With three types of behavior it was possible to explain customers’ feelings of warmth. Warmth also correlated with measures such as likeability, perceived quality and service loyalty. Study 2 used a hotel reception as a setting, and service quality was manipulated in eight different ways. Warmth correlated highly with post‐experience measures, had a dual impact on customer loyalty and increased intention to stay and willingness to pay more for the same service. Service firms should train employees to deal with emotions and to learn empathic behaviors.

Journal

International Journal of Retail & Distribution ManagementEmerald Publishing

Published: Jan 1, 2002

Keywords: Retailing; Service quality; Loyalty; Employee attitudes; Customer satisfaction

References

  • Cumulative encounter satisfaction in the hotel conference process
    Danaher, P.J; Mattsson, J
  • Leveraging customer competency in service firms
    Farber Canziani, B.
  • The role of emotion in advertising
    Holbrook, M.B.; O’Shaughnessy, J
  • A service quality model based on an ideal value standard
    Mattsson, J

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