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Employee display of burnout in the service encounter and its impact on customer satisfaction
Institution:1. Department of Business, Ara Institute of Canterbury, Post Office Box 540, Christchurch 8140, New Zealand;2. UC Business School, University of Canterbury, Private Bag 4800, Christchurch 8140, New Zealand;1. Monash Business School, Monash University, Level 11, Building 20 (Menzies Building), Clayton Campus, Wellington Rd, Clayton, Melbourne, VIC 3168, Australia;2. Griffith Business School, University of Griffith, Business School (G.42), Room 7.07, Gold Coast Campus, Brisbane, QLD 4222, Australia;1. Auburn University at Montgomery, College of Business, P.O. Box 244023, Montgomery, AL 36124-4023, United States;2. Auburn University Montgomery, College of Public Policy and Justice, Department of Sociology, P.O. Box 244023, Montgomery, AL 36124-4023, United States;1. Department of Pharmacy, Pharmaceutical Sciences Postgraduate Program, Universidade Federal do Paraná (UFPR), Jardim Botânico, CP 19011, Zip Code 81531-980 Curitiba, PR, Brazil;2. Business Management Graduate Program (DAGA), Department of General and Applied Administration, Federal Universidade Federal do Paraná (UFPR), 632 Lothário Meissner Ave, Jardim Botânico, Zip Code 80210-170 Curitiba, PR, Brazil;3. Business School Postgraduate Program (PPAD), Pontifícia Universidade Católica do Paraná (PUCPR), Imaculada Conceição, 1155, Zip Code 80215-901 Curitiba, PR, Brazil;1. SKEMA Business School, Université de Lille, MERCUR Research Center, Avenue Will Brandt, 59 777 Euralille, France;2. Department of Marketing, Lancaster University Management School, Charles Carter Building, D42, Lancaster LA1 4YX, UK;3. Graduate School of Business Administration, Keio University, 4-1−1 Hiyoshi, Kohoku, Yokohama 2238526 Japan
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.
Keywords:Service encounters  Emotional display behaviors  Employee burnout  Employee happiness  Service performance  Customer satisfaction
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