The present study examines employee proactivity (i.e., the employee initiates face-to-face contact with the customer on the ﬂoor of the store) and its impact on customer satisfaction. Two empirical studies (one survey and one ﬁeld experiment) were conducted in a grocery retailing context. Both studies showed that employee proactivity boosted customer satisfaction. Moreover, the impact of employee proactivity on satisfaction was sequentially mediated by perceived employee eﬀort and perceived employee performance. In relation to previous studies showing that many characteristics and behaviors of the employee in the service encounter inﬂuence the customer, the present study contributes by adding that the way in which the service encounter begins is causally potent, too.
|Referentgranskad vetenskaplig tidskrift||Journal of Retailing and Consumer Services|
|Status||Publicerad - 20.03.2018|
|MoE-publikationstyp||A1 Originalartikel i en vetenskaplig tidskrift|
- 512 Företagsekonomi