Emotion regulation in service encounters: are customer displays real?

Lee, Shin Yiing; Sweeney, Jill; Soutar, Geoffrey N.

doi:10.1108/jstp-12-2018-0285

Cited by 8 publications

(3 citation statements)

References 73 publications

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“…Further, this study contributes to the relevant literature by addressing Shin et al's (2018) call for future research regarding the influence of emotions on customer forgiveness in the servicescape by emphasizing the different emotional reactions of victim and observer. Customers frequently experience positive or negative emotions during service interactions (Lee et al, 2020). Emotions play a key role in customers' decision-making process and in forming attitudes and behaviors towards services .…”

Section: Introductionmentioning

confidence: 99%

The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM

Çelik,

Özkan Tektaş,

Kavak

2024

JSTP

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PurposeService failures usually occur in front of third-party customers. Third-party customers react emotionally and behaviorally to service failure and recovery efforts aimed at focal customers. However, there is a gap in the literature on how third-party customers react to a service failures incident and a recovery over another customer, depending on how socially close or distant they are from. This study investigates the effect of third-party customers' emotions on consumer forgiveness, negative word-of-mouth (WoM) and repatronage intentions in the service recovery process by comparing close and distant third-party customers.Design/methodology/approachThis study utilizes a 2 (social distance to the focal customer: close, distant) × 2 (service recovery: yes, no) between-subjects design. The authors used a scenario-based experiment to test the proposed hypotheses. A total of 576 respondents were involved in the study.FindingsThe results from the authors' scenario-based experimental study show that positive and negative emotions felt by distant third-party customers are higher than those of close third-party customers. In addition, the effect of positive emotions on customer forgiveness is more substantial for distant third-party customers. Third, moderated-mediation analysis indicates that social distance has a moderator effect only on the relationship between positive emotions and customer forgiveness.Originality/valueThis study contributes to the service literature by comparing socially close and socially distant third-party customers' reactions to service failure and recovery attempts.

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Section: Introductionmentioning

confidence: 99%

The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM

Çelik,

Özkan Tektaş,

Kavak

2024

JSTP

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“…In addition, customer services literature calls for understanding how customers cope with negative emotions, and how firms should ensure the absence of negative emotion by handling customers' concerns and complaints, and supporting customer emotional needs (Lee et al, 2020). The absence of negative emotion indicates an individual's emotional state of an absence or low degree of stress, anxiety, embarrassment, and unfavorable situations (Manthiou et al, 2020).…”

Section: Introductionmentioning

confidence: 99%

Customer perceived quality of life in provider value cocreation: The mediating role of customer value cocreation and the moderating role of customer emotions

Islam

Muhamad

Rokonuzzaman

et al. 2023

J of Consumer Behaviour

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This study aims to investigate the association between service provider value cocreation (PVCC) and customer perceived quality of life (QOL) in a healthcare service context. This study also examines the mediating role of customer value cocreation (CVCC) and the moderating role of customer emotions using a conditional process framework. To examine the conceptual model, data were collected through an online survey of 441 healthcare customers. The hypotheses were tested using covariance‐based structural equation modeling (CB‐SEM) and PROCESS macro. The results show that PVCC positively influences both CVCC and QOL. The effect of CVCC on QOL is positive and significant. CVCC plays a mediating role in the link between PVCC and QOL. In addition, the absence of negative emotion serves as a moderator in improving perceived QOL. Evaluating value cocreation efforts allows service providers to understand their readiness for supportive value cocreation practices. Service providers must also focus on customers' roles in the value cocreation process. In addition, handling customers' emotions should be of particular interest to frontline service providers, because it augments a positive value cocreation practice beneficial to CVCC and QOL enhancement. This study contributes to the value cocreation literature by proposing a framework that combines the value cocreation of service providers and customers in enhancing QOL. This study also explicates and validates the complex role of value cocreation and emotion in the healthcare service context. The theoretical and managerial implications are also presented.

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“…That's why caring gestures, e.g. smiles, greetings and amiable eye contact, stimulate consumers' positive emotions(Lee et al, 2020).…”

mentioning

confidence: 99%

Why is India a popular destination for Bangladeshi medical tourists? A study based on perceived justice by Bangladeshi patients

Nabi

Khan

Misbauddin³

et al. 2023

IJPHM

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Purpose There is evidence of Bangladeshi citizens travelling to India to receive medical treatments, known as medical tourism. This study aims to explore the perceived justice dimensions of Bangladeshi patients towards domestic health care and the effects of these dimensions on their intention for outbound tourism to India. Design/methodology/approach Data from 307 Bangladeshi medical tourists were collected to test the proposed model. The data has been interpreted through the proposed model with covariance-based structural equation modelling in AMOS. To produce the results, the measurement model and structural model were examined. Findings The analysis confirmed the significant impact of procedural, informational and interpersonal justice dimensions on patients’ health-care experiences. However, the effect of distributive justice on patient experience has been found insignificant. The study also revealed a significant negative impact of patient satisfaction on outbound medical tourism intention. Thus, it raises concerns for the local medical service providers about improving patient satisfaction. Practical implications The findings of this paper can be applicable for health-care practitioners and policymakers in emerging countries to improve the bottlenecks of the health-care system for increasing patients’ service experiences and reducing the intention of patients for outbound medical tourism. Originality/value The research on perceived justice theory regarding the intention of medical tourism is limited. This research is one of the few studies to combine perceived justice theory with trust and medical tourism decision-making. Using the lens of perceived justice, this research argues that the decrease in perceived justice negatively affects the patients’ service experience, trust and loyalty to the service provider.

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Emotion regulation in service encounters: are customer displays real?

Cited by 8 publications

References 73 publications

The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM

The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM

Customer perceived quality of life in provider value cocreation: The mediating role of customer value cocreation and the moderating role of customer emotions

Why is India a popular destination for Bangladeshi medical tourists? A study based on perceived justice by Bangladeshi patients

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