Boundary Spanning Elements and the Marketing Function in Organizations

Sahadev, Sunil; Purani, Keyoor; Malhotra, Neeru

doi:10.1007/978-3-319-13440-6

Cited by 3 publications

(1 citation statement)

References 288 publications

(468 reference statements)

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“…Most of these studies focus on a service employee’s physical attractiveness in this context (Hald et al , 2009; Luoh and Tsaur, 2009; Söderlund and Julander, 2009). For example, Lo and Sharma (2015, p. 64) define physical attractiveness as the degree to which the service is “perceived by the customer as possessing an appealing and pleasing physical appearance”. Gabbott and Hogg (2000) find a significant association between a service employee’s physical attractiveness and service satisfaction.…”

Section: Literature Reviewmentioning

confidence: 99%

Attraction during the service encounter: examining the other side of the coin

Kuppelwieser

Touzani

2016

JSM

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Purpose The existing literature dealing with attractiveness during a service encounter focuses on employee attractiveness and its consequences. This paper aims to consider the other side of the coin by focusing on customers’ attractiveness. Design/methodology/approach On the basis of two studies, this paper presents and tests a model explaining the specific role that employee social attraction plays in customer service perception and satisfaction judgment. Findings It suggests that the appraisal of customers’ physical attractiveness and homophily may lead to situations in which employees are socially attracted to customers, thus influencing customer service perception. Originality/value Consequently, this research provides insights into the role of attraction determinants in a service context. In addition, it demonstrates how employees’ social attraction is triggered in a service context. The findings contribute to satisfaction research by extending prior research perceptions on dyadic service encounters and examining both employee attitude and customer perceptions in service interactions.

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Section: Literature Reviewmentioning

confidence: 99%

Attraction during the service encounter: examining the other side of the coin

Kuppelwieser

Touzani

2016

JSM

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EFL learners’ self-determination and acceptance of LMOOCs: the UTAUT model

Hsu

2022

Computer Assisted Language Learning

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The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance

2019

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In the service sector, customer-related social stressors may weaken employees’ well-being, impairing job-related outcomes. Drawing on the Conservation of Resources theory and on the psychology of sustainability, fostering personal resources become critical to encourage service providers who can effectively manage such job demands. This study investigated how customer-related social stressors and customer orientation influence service recovery performance and whether resilience buffers the negative effects of customer incivility on service recovery performance. One hundred and fifty-seven Italian customer-contact employees completed a questionnaire analyzing customer incivility, customer-related social stressors, resilience, customer orientation, and service recovery performance. Regression analyses and SEMs were conducted. Although all customer-related social stressors indirectly and negatively influenced service recovery performance by increasing burnout symptoms, customer incivility only exerted a direct and detrimental impact on service recovery performance. Customer orientation was directly and positively associated with service recovery performance. Highly resilient employees were less affected by variations in service recovery performance across customer incivility levels. Within the psychology of sustainability framework, promoting resilient workplaces is crucial to foster healthy and sustainable work settings. Service organizations can greatly benefit from providing their employees with psychological resilience training programs, cultivating high customer-oriented attitudes through mentoring sessions, and hiring highly customer-oriented and resilient employees for customer-contact occupations.

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Boundary Spanning Elements and the Marketing Function in Organizations

Cited by 3 publications

References 288 publications

Attraction during the service encounter: examining the other side of the coin

Attraction during the service encounter: examining the other side of the coin

EFL learners’ self-determination and acceptance of LMOOCs: the UTAUT model

The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance

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