Customer emotional regulation and relationship quality: Evidence from the banking industry

Alnawas, Ibrahim; Altarifi, Shadi

doi:10.1057/s41264-016-0012-3

Cited by 3 publications

(3 citation statements)

References 75 publications

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“…The scant previous research on customer emotion regulation (e.g. Alnawas and Altarifi, 2016; Balaji et al , 2017) has focused on deep or surface acting, but not on the results of such strategies (i.e. the behaviours customers use).…”

Section: Discussionmentioning

confidence: 99%

“…Puccinelli et al (2010) suggested customers express their true feelings or mask them, depending on factors such as cultural norms and expressivity, while Tumbat (2011) found customers actively controlled their emotions to produce proper states of mind in others and themselves. Medler-Liraz and Yagil (2013) examined customer acting strategies in response to employees' behaviour, while others examined the influences customer deep and surface acting had on relationship quality, satisfaction and behavioural responses have also been examined (Alnawas and Altarifi, 2016; Balaji et al , 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

“…The few customer emotion regulation studies have used customers' surface or deep acting (e.g. Alnawas and Altarifi, 2016; Balaji et al , 2017; Medler-Liraz and Yagil, 2013) to examine their impacts on satisfaction, relationship quality, word-of-mouth and repurchase intentions.…”

Section: Introductionmentioning

confidence: 99%

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Emotion regulation in service encounters: are customer displays real?

Lee

Sweeney

Soutar

2020

JSTP

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PurposeDespite recognition of the importance of emotions and emotion regulation in service encounters, emotion regulation has been generally studied from an employee perspective. This study investigated customer emotion regulation behaviours (CEREBs) in face-to-face service encounters; arguing for a more nuanced approach through an emotion regulation matrix representing the playing up and downplaying of positive or negative emotions. Motivational factors and service-related situational conditions that influence the likelihood of emotion regulation were also examined.Design/methodology/approachFour focus groups and the critical incident technique method were used to obtain data from people who had interacted with service employees within the previous six months.FindingsThere was support for emotion regulation in the four facets of the emotion regulation matrix. Five CEREB dimensions, including verbal behaviours and facial expressions, were evident. Motivational factors and situational conditions that impacted on customer emotion regulation in service encounters were also identified.Research limitations/implicationsThe findings were based on two qualitative methods. A quantitative approach should be used to further validate the suggested framework.Originality/valueMost research on emotion regulation has focused on employees. We examined the phenomenon from a customer viewpoint and in a service encounter context. As customers are not bound by employment rules and conventions, a wider range of emotion regulation behaviours were found. The study used the four-faceted emotion regulation matrix to investigate this, developing a conceptual framework that provides a foundation for future research.

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Section: Discussionmentioning

confidence: 99%