社会心理学
广告
业务
服务质量
服务补救
顾客满意度
忠诚
作者
Stephan Olk,Jörg Lindenmeier,Dieter K. Tscheulin,Adnan Zogaj
标识
DOI:10.1016/j.jretconser.2020.102316
摘要
Abstract Emotional labor is a frequently discussed topic in the service literature because of its varying effects on customers' evaluation processes. Previous research has primarily investigated the effects of emotional labor from an employee-customer perspective. This article considers customer copresence and argues that the observed interaction between an employee and another customer affects the focal customer's evaluation process. An extended customer-employee-customer model is presented and empirically tested in a pharmacy setting. The findings show that distinctive emotional labor affects customers' perceptions of authenticity and fairness. This study presents a more nuanced account of the effectiveness of emotional labor and provides managers with advice to enhance point-of-sale interactions.
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