Employee display of burnout in the service encounter and its impact on customer satisfaction

Magnus Söderlund*

*Motsvarande författare för detta arbete

Forskningsoutput: TidskriftsbidragArtikelVetenskapligPeer review

31 Citeringar (Scopus)

Sammanfattning

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.

OriginalspråkEngelska
Referentgranskad vetenskaplig tidskriftJournal of Retailing and Consumer Services
Volym37
Sidor (från-till)168-176
Antal sidor9
ISSN0969-6989
DOI
StatusPublicerad - 2017
MoE-publikationstypA1 Originalartikel i en vetenskaplig tidskrift

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