The proactive employee on the floor of the store and the impact on customer satisfaction

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Sammanfattning

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.
OriginalspråkEngelska
Referentgranskad vetenskaplig tidskriftJournal of Retailing and Consumer Services
Volym43
NummerJuly
Sidor (från-till)46-53
Antal sidor8
ISSN0969-6989
DOI
StatusPublicerad - 20.03.2018
MoE-publikationstypA1 Originalartikel i en vetenskaplig tidskrift

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