scholarly journals An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters

2017 ◽  
Vol 28 (1) ◽  
pp. 85-106 ◽  
Author(s):  
Cécile Delcourt ◽  
Dwayne D. Gremler ◽  
Fabrice De Zanet ◽  
Allard C.R. van Riel
Keyword(s):  
Customer Satisfaction ◽  
Service Provider ◽  
Bad News ◽  
Analysis Of Covariance ◽  
Appraisal Theory ◽  
Service Encounters ◽  
Emotional Competencies ◽  
Content Type ◽  
Key Aspects ◽  
Employee Response

Purpose Customers often experience negative emotions during service experiences. The ways that employees manage customers’ emotions and impressions about whether the service provider is concerned for them in such emotionally charged service encounters (ECSEs) is crucial, considering the criticality of the encounter. Drawing on cognitive appraisal theory, this study proposes that two key competencies – employee emotional competence (EEC) and employee technical competence (ETC) – affect negative customer emotions and customer satisfaction with employee response in ECSEs. Design/methodology/approach This study relies on a video-based experiment that depicts a customer involved in an ECSE as a service provider delivers bad news to him. The hypothesis tests use a two-way independent analysis of covariance. Findings Both emotional and technical competencies must be displayed to improve the customer experience in an ECSE. When EEC is low, ETC does not decrease negative customer emotions or increase customer satisfaction with employee response. When EEC is high, ETC instead has a significant impact on both customer outcomes. Practical implications Managers must train employees to develop both technical and emotional competencies. Employees who demonstrate only one type cannot temper customers’ emotions or enhance their perceptions of the employees’ response as well as can those strong in both competencies. Originality/value Using a video-based experiment, this study examines the moderating role of EEC in the relationship between ETC and two key aspects of the customers’ experience in an ECSE (negative customer emotions and customer satisfaction with employee responses) following the delivery of bad news.

Customer preference for decision authority in credence services

2014 ◽  
Vol 24 (3) ◽  
pp. 274-299 ◽  
Author(s):  
Anothai Ngamvichaikit ◽  
Rian Beise-Zee
Keyword(s):  
Customer Satisfaction ◽  
Service Provider ◽  
Service Providers ◽  
Source Credibility ◽  
Service Encounters ◽  
Persuasion Knowledge ◽  
Communication Behaviors ◽  
Content Type ◽  
Decision Authority ◽  
Credence Services

Purpose – The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer persuasion knowledge and service provider credibility. Design/methodology/approach – A video-based experiment is conducted to achieve high similarity to real service encounters. The video comprises three levels of customer authority while service provider credibility is manipulated. In a subsequent questionnaire, customer response and customer persuasion knowledge are measured. Findings – Results suggest that greater decision authority increases customer satisfaction. However, customer persuasion knowledge and provider credibility together were found to moderate these effects. Offering decision autonomy is most important when source credibility is low and persuasion knowledge is high. Research limitations/implications – The study setting is an initial healthcare encounter. Other service settings and service provider communication behaviors, such as empathy, responding to customer queries, and length of encounter are not considered in this study but should be further studied. Practical implications – The study confirms that offering decision authority to customers increases satisfaction only under certain circumstances. Customers are willing to relinquish authority to credible service providers who then direct customer decisions in order to maintain service quality. Offering decision autonomy to customers is suggested when provider credibility is low and customer persuasion knowledge is high. Originality/value – Analysis of credence service encounters is based on agency theory. Specifically, this study highlights the role of customer (principal) persuasion knowledge, which acts as a qualifier for the principal-agent problem because it alerts the customer to possible persuasion attempts by the service provider, whereas agent credibility eases customer suspicion.

Perceived cultural distance in intercultural service encounters: does customer participation matter?

2018 ◽  
Vol 32 (5) ◽  
pp. 547-558 ◽  
Author(s):  
Tyson Ang ◽  
Ru-Shiun Liou ◽  
Shuqin Wei
Keyword(s):  
Weight Loss ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Cultural Distance ◽  
Customer Participation ◽  
Future Research ◽  
Service Encounters ◽  
Content Type ◽  
Perceived Cultural Distance

PurposeThis paper aims to investigate if perceived cultural distance (PCD) negatively affects service quality and customer satisfaction through customers’ social judgements of the service providers’ warmth and competence in intercultural service encounters (ICSE), and if this negative effect can be mitigated through customer participation (CP).Design/methodology/approachA 2 × 2 between-subjects experimental design with an online consumer panel was conducted using a series of intercultural service encounter scenarios (in the weight loss service context) to manipulate CP (high vs low) and pictures of service providers to induce PCD (high vs low).FindingsAs hypothesized, in the context of ICSE, PCD negatively impacts customers’ social judgements of the service providers’ warmth and competence, which in turn influence service quality and customer satisfaction. However, the negative impact of PCD is alleviated when the level of CP is high.Research limitations/implicationsUsing a single service context (weight loss services) may restrict the generalizability of findings. Future research may explore other service contexts.Practical implicationsTo improve customers’ experience, managers in service firms with multicultural customers may create more engagement opportunities by designing the service delivery process in ways in which more CP and involvement is allowed.Originality/valueThis research is among the first to highlight the importance of consumers’ social judgements about culturally dissimilar service providers, which at baseline come with disadvantages but that can be altered through marketing actions (e.g. enhanced CP).

Interactive gaps and cause-effect-outcomes in processes and interfaces of teleological service encounters

2016 ◽  
Vol 10 (3) ◽  
pp. 261-271
Author(s):  
Göran Svensson ◽  
Carmen Padin
Keyword(s):  
Service Provider ◽  
Critical Incidents ◽  
Service Providers ◽  
Learning Curves ◽  
Service Encounters ◽  
Content Type ◽  
Interactive Interface ◽  
Complaint Handling ◽  
Practical Implications ◽  
Outcome Sequence

Purpose The study aims to describe the interactive gaps between service receiver learning curves and service provider adaptive curves, as well as the cause-effect-outcome in processes and interfaces of service encounters, through the perspective of teleological actions. Design/methodology/approach This paper includes a qualitative study based on non-probability sampling of informants (air passengers). Findings The empirical findings indicate interactive gaps in teleological service encounters and a cause-effect-outcome sequence in the associated processes and interfaces. Research limitations/implications The study provides knowledge on how to manage the interactive interface between a service provider and a service receiver and a foundation for enhancing complaint handling in service encounters after critical incidents have occurred. Practical implications Service providers need to balance their teleological actions in relation to the service receivers’ teleological actions when critical incidents occur. Originality/value The paper takes into account service receiver teleological learning curves in relation to service provider teleological adaptive curves in an interactive transformative service encounter (TSE)-model that provides multiple opportunities for further research.

scholarly journals Examining the role of attribution and intercultural competence in intercultural service encounters

2014 ◽  
Vol 28 (2) ◽  
pp. 159-170 ◽  
Author(s):  
Jackie Tam ◽  
Piyush Sharma ◽  
Namwoon Kim
Keyword(s):  
Customer Satisfaction ◽  
Intercultural Competence ◽  
Cultural Distance ◽  
Future Research ◽  
Service Encounters ◽  
Content Type ◽  
Culture Distance ◽  
Perceived Cultural Distance ◽  
The Relationship

Purpose – This study aims to develop a model based on attribution theory and intercultural literature to explain the underlying customer satisfaction process in intercultural service encounters. Design/methodology/approach – In-depth interviews were used to develop an understanding of customer experience and evaluations in intercultural service encounters. A quasi-experiment with 236 customers was used to empirically examine the relationships between perceived culture distance, cultural attribution, intercultural competence and customer satisfaction. Findings – Perceived culture distance is positively related to customer satisfaction, with cultural attribution mediating the relationship between perceived cultural distance and customer satisfaction, and partially mediating the moderating effect of intercultural competence on the relationship between perceived culture distance and customer satisfaction. Research limitations/implications – This study focuses on cultural attribution in intercultural service encounters. It is acknowledged that there are other attribution dimensions such as stability and controllability which may interact with perceived culture distance and influence subsequent customer satisfaction evaluation. Future research should consider these various dimensions and examine their mediating role in customer satisfaction. Practical implications – It is recommended that service firms educate their customers of diverse cultures about local norms and practices, and proactively manage their expectations throughout the service experience. Originality/value – Despite the growing importance of intercultural service encounters, the findings of the relationship between perceived cultural distance and customer satisfaction are mixed. This study contributes to the literature by advancing our theoretical knowledge and empirical evidence of the role of cultural attribution and intercultural competence in intercultural service encounters.

Embarrassed customers: the dark side of receiving help from others

2017 ◽  
Vol 28 (4) ◽  
pp. 788-806 ◽  
Author(s):  
Seo Young Kim ◽  
Youjae Yi
Keyword(s):  
Customer Satisfaction ◽  
Underlying Mechanism ◽  
Customer Engagement ◽  
Dark Side ◽  
Service Encounters ◽  
Content Type ◽  
Altruistic Motivation ◽  
Engagement Behavior ◽  
New Perspective ◽  
The Relationship

Purpose The purpose of this paper is to demonstrate that customer engagement behavior may not always be a positive experience for customers. Specifically, the paper examines the effect of sources of help (employee vs customer) on customer satisfaction, and the underlying mechanism behind such an effect. Design/methodology/approach Three studies were conducted to test the hypotheses, and bootstrapping was used to analyze the proposed mediation and moderation models. Findings The results from the studies demonstrated the effect of sources of help (employee vs customer) on customer satisfaction. Specifically, compared to those who have received help from employees, customers who have received help from other customers showed lower satisfaction toward the firm. The relationship between sources of help and satisfaction was mediated by an affective factor, embarrassment, and a cognitive factor, altruistic motivation. In addition, the relationship between embarrassment and satisfaction was moderated by concern for face. Practical implications Firms should devote more resources toward minimizing customers’ embarrassment during service encounters and demonstrate altruistic motivation to provide voluntary help to lead customers to reciprocate helping. Originality/value The current research provides a new perspective on customer engagement behavior during service encounters. This research highlights the negative outcomes of receiving help from other customers.

scholarly journals “Great to see ur staff are doing their job properly”

2018 ◽  
Vol 18 (2) ◽  
pp. 77-96
Author(s):  
Patricia Palomino-Manjón
Keyword(s):  
Social Media ◽  
Service Provider ◽  
New Technologies ◽  
Appraisal Theory ◽  
Service Encounters ◽  
Online Service ◽  
Digital Space ◽  
Varied Range ◽  
Share Information ◽  
Do So

The emergence of new technologies has changed the way people communicate. Social media have allowed businesses to connect with customers and to market their products more efficiently. However, these platforms also allow customers to share information and opinions with the company and fellow customers, diverting from previous online service encounters which only allowed the interaction between the service provider and the customer. This new digital space of communication is in need of research. Therefore, the main objective of this paper is to analyze how customer (dis)affiliation is discursively realized on Facebook. To do so, a corpus of comments published by customers on the Facebook page of a British grocery chain was compiled. The data were analyzed drawing on Appraisal Theory (Martin & White, 2005). The findings show that customers used a varied range of Appraisal resources to evaluate the company and express (dis)affiliation with it and fellow customers.

scholarly journals Service encounters with virtual agents: an examination of perceived humanness as a source of customer satisfaction

2021 ◽  
Vol 55 (13) ◽  
pp. 94-121
Author(s):  
Magnus Söderlund ◽  
Eeva-Liisa Oikarinen
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Service Encounters ◽  
Virtual Agents ◽  
Frontline Employees ◽  
Human Capabilities ◽  
Content Type ◽  
And Gender ◽  
The Impact

Purpose Firms have begun to introduce virtual agents (VAs) in service encounters, both in online and offline environments. Such VAs typically resemble human frontline employees in several ways (e.g. the VAs may have a gender and a name), which indicates the presence of an assumption by VA designers – and by firms that employ them – that VA humanness is a positively charged characteristic. This study aims to address this assumption by examining antecedents to perceived humanness in terms of attribution of agency, emotionality and morality, and the impact of perceived humanness on customer satisfaction. Design/methodology/approach A questionnaire was distributed online to participants who had been interacting with existing VAs, and they were asked to focus on one of them for this study. The questionnaire comprised measures of antecedents to perceived humanness of VAs, perceived humanness per se and customer satisfaction. A structural equation modeling approach was used to assess associations between the variables. Findings Attributions of agency, emotionality and morality to VAs contributed positively to the perceived humanness of the VAs, and perceived humanness was positively associated with customer satisfaction. Research limitations/implications Additional humanness capabilities should be explored in further research. Practical implications Firms using VAs in service encounters should make attempts to maximize perceived VA humanness, and this study shows that it may be beneficial if such attempts comprise signals that VAs have agency, emotionality and morality. Originality/value By examining VAs in terms of a set of fundamental human capabilities, the present study contributes to existing research on human–VA service encounters, which to date has focused on more superficial VA characteristics (such as if the VA has a face and gender).

Uncovering the relationship between customer anger and frontline employees’ recovery performance in the service encounter

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jia Luo ◽  
Yongqiang Li ◽  
Yu Che
Keyword(s):  
Two Dimensions ◽  
Appraisal Theory ◽  
Curvilinear Relationship ◽  
Service Encounters ◽  
Frontline Employees ◽  
Bootstrap Analysis ◽  
Content Type ◽  
Immediate Recovery ◽  
Recovery Performance ◽  
Underlying Mechanisms

Purpose Regarding the interpersonal influence of customer anger on frontline employees (FLEs) in service encounters, existing findings remain mixed. Building on emotion as a social information model and appraisal theory, this study aims to focus on two dimensions of customer anger – intensity and relevance with FLEs and examined their divergent effects on FLEs’ immediate recovery performance. Design/methodology/approach This study conducted a questionnaire survey of 366 Chinese FLEs in the hospitality and tourism industries. Hierarchical regressions and bootstrap analysis for nonlinear mediated relationships were used to test the hypotheses. Findings The results suggested a U-shaped curvilinear relationship between the intensity of customer anger and FLEs’ recovery performance and a positive linear relationship between relevance with FLEs of customer anger and FLEs’ recovery performance. Moreover, the mediating effects of FLEs’ emotional anger and cognitive perceived threat were confirmed. Practical implications Service managers should improve FLEs’ awareness of unconscious emotional contagion and encourage them to shoulder responsibility actively even if customer anger is not related to them. In addition, complaining customers can learn how to strategically express anger to get good remedies. Originality/value This paper examines the divergent effects of two dimensions of customer anger on FLEs, advancing the understanding of customer anger in the service interaction. It is also the first to suggest the U-shaped nonlinear effect of customer anger intensity on employees’ service outcomes and its underlying mechanisms, reconciling mixed findings.

New aspects of research to assess and manage critical incidents in service encounters

2015 ◽  
Vol 27 (1) ◽  
pp. 27-51 ◽  
Author(s):  
Carmen Padin ◽  
Göran Svensson ◽  
Carmen Otero-Neira ◽  
Nils Høgevold
Keyword(s):  
Service Provider ◽  
Critical Incident ◽  
Critical Incidents ◽  
Service Providers ◽  
Negative Emotions ◽  
Service Encounter ◽  
Service Encounters ◽  
Two Phase ◽  
Content Type ◽  
Interactive Interface

Purpose – The objective of this paper is to describe the teleological actions needed to assess and manage critical incidents that cause negative emotions in service encounters. Teleological actions are movements into the future that are believed to be move either towards a predictable/known or unpredictable/unknown state or condition. The authors distinguish between, define and apply three categories: transformative – ad hoc and present-based actions; formative – pre-determined and past-based actions; and rationalist – goal-directed and future-based actions. Design/methodology/approach – A qualitative study, based upon a two-phase approach applying convenience and judgemental sampling, was used. Focussing on one teleological theory, a process of abductive matching was applied throughout the study. Abductive matching refers to recurring themes, patterns and categories that are uncovered through the iterative processes of analysis. The teleological framework structured and guided the data collection and empirical observations. Findings – Seen through the perspective of teleological actions, the study enhances our understanding of the manner in which critical incidents generate negative emotions in service encounters. Through the same perspective, the investigation also reveals that the outcome of a negative service encounter depends upon the interactive interface between service provider and service receiver. Research limitations/implications – The teleological actions between service providers and service receivers in negative service encounters appear to be mediators between cause-and-effect on the one hand (critical incident and negative emotions) and a perceptual gap on the other (outcome of negative service encounter). The teleological perspective also provides numerous opportunities for further research in this area. Practical implications – Managers should strive to understand the teleological actions potentially undertaken by service receivers, so that they can deal with the teleological actions of their front-line staff accordingly. The interactive interface between a service provider and a service receiver is crucial in assessing and managing critical incidents. Originality/value – Based on teleological actions, the investigation provides both a valuable and complementary contribution on assessing and managing critical incidents and the negative emotions that are often triggered in the service-encounter interface between a service provider and a service receiver. Providers also need to educate their staff on what can occur and on how to react appropriately.

Does more sense make sense? An empirical test of high and low interactive retail technology

2019 ◽  
Vol 33 (3) ◽  
pp. 331-343 ◽  
Author(s):  
Aimee Riedel ◽  
Rory Francis Mulcahy
Keyword(s):  
Service Provider ◽  
Service Providers ◽  
Empirical Test ◽  
Purchase Intentions ◽  
Ease Of Use ◽  
Analysis Of Covariance ◽  
Content Type ◽  
Provider Outcomes ◽  
Retail Products ◽  
Insight Into

Purpose The purpose of this paper is to provide insight into whether “more sense makes sense” when attempting to encourage consumers to purchase retail products using technology; that is, does engaging senses in addition to visual and aural senses, such as haptic touch, through interactive retail technology lead to an easier and more enjoyable consumption experience of retail products for consumers, while also enhancing service provider outcomes? To test this assumption (“more sense makes sense”), this study empirically examines whether differences are present in the consumer experience (usefulness, ease of use and customer-perceived value) and service provider outcomes (satisfaction and purchase intentions) across retail technologies with and without haptic touch enabled. Design/methodology/approach The study randomly allocated participants to either the haptic touch (haptic touch, visual and aural senses, n = 135) or no haptic touch (visual and aural senses only, n = 182) interactive retail technology condition. The data were analyzed using multivariate analysis of covariance. Findings The data provide support for the use of high-interactive technology achieved through the inclusion of haptic touch by showing it to provide a more visually appealing, easy to use, enjoyable and entertaining experience. However, the results also provide insight into boundaries of where the use of haptic touch does not significantly increase outcomes. Overall, the results suggest high-interactive retail technology using haptic touch provides a more entertaining experience for consumers, which leads to increased satisfaction with service providers, but this does not translate into a significant increase in purchase intentions. Originality/value This study examines the consumer and service provider benefits and limitations of using haptic touch in interactive retail technology. The effects of haptic touch for both the consumer and service provider have not previously been empirically examined thoroughly in a technological setting.

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