Abstract
This study examines if employee display of burnout symptoms in service encounters has an impact on customer satisfaction. An experimental approach was used in which the employee's display of burnout (absent vs. present) and the service performance level (low vs. high) were the manipulated factors. The results show that employee display of burnout had a negative impact on customer satisfaction, that this effect was mediated by customers’ appraisals of the employee's emotional state, and that the effect was stronger under the condition of low service performance.
| Original language | English |
|---|---|
| Peer-reviewed scientific journal | Journal of Retailing and Consumer Services |
| Volume | 37 |
| Pages (from-to) | 168-176 |
| Number of pages | 9 |
| ISSN | 0969-6989 |
| DOIs | |
| Publication status | Published - 2017 |
| MoE publication type | A1 Journal article - refereed |
Keywords
- 512 Business and Management
- Customer satisfaction
- Emotional display behaviors
- Employee burnout
- Employee happiness
- Service encounters
- Service performance