Emotional Responses to a Professional Service Encounter

Johnson, Madeline; Zinkhan, George M.

doi:10.1108/08876049110035503

Cited by 56 publications

(35 citation statements)

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“…This finding is consistent with prior research positing that mood effects are likely in service encounters (Gardner 1985). Most prior studies examining affective responses have focused on employees and high-involvement services such as professional or entertainment-type services (Johnson and Zinkhan 1991;Price, Amould, and Tierney 1995). A major contribution of this study is revealing that affective responses influence customers' encounter-level evaluations even in a context of brief and mundane service encounters.…”

Section: Discussionsupporting

confidence: 88%

The Role of Emotions in Service Encounters

Mattila

Enz

2002

Journal of Service Research

643

460

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This article advances our understanding of the influence of affect in consumers' responses to brief, nonpersonal service encounters. This study contributes to the services marketing literature by examining for mundane service transactions the impact of customer-displayed emotion and affect on assessments of the service encounter and the overall experience. Observational and perceptual data from customers were matched with frontline employees in 200 transaction-specific encounters. The results of this study suggest that consumers' evaluations of the service encounter correlate highly with their displayed emotions during the interaction and post-encounter mood states. Finally, the findings indicate that frontline employees' perceptions of the encounter are not aligned with those of their customers. The managerial implications of these findings are briefly discussed.

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Section: Discussionsupporting

confidence: 88%

The Role of Emotions in Service Encounters

Mattila

Enz

2002

Journal of Service Research

643

460

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“…When a service is complex, customized, and delivered over a series of transactions (e.g., high-contact services), the relationship between the service provider and customer becomes crucial for compliance (Crosby et al, 1990;Dellande et al, 2004;Hausman, 2004). Extensive information sharing between the service provider and customer leads to an inseparability between them, encouraging customers to use interaction behaviors to evaluate the service (Carman, 2000;Hausman, 2004;Johnson and Zinkhan, 1991). Supporting this, SCT focuses on social aspects of the encounter in forming evaluations.…”

Section: Conceptual Backgroundmentioning

confidence: 99%

Modeling service friendship and customer compliance in high‐contact service relationships

Lin

Hsieh

2011

Journal of Service Management

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The success of many high-contact services depends on customers' compliance with providers' instructions. While existing service marketing literature urges increased attention to customer compliance, there is, to date, little research investigating its role of compliance in service settings. Based on social cognitive theory, this study aims to fill this important research gap, developing and testing a model to explore the antecedents and consequences of customer compliance in high-contact service settings. Service friendship is included as a mediator between the antecedents and compliance. Two control variables, relationship duration and contact frequency, were also included in the model. Design/methodology/approach -A research framework is proposed to suggest the antecedents and consequences of both service friendship and customer compliance. Extant research from various research streams is reviewed, deriving 11 hypotheses. Data collected from customers of high-contact service industries are examined through structural equation modeling. Findings -Results show that the service provider's social skills, customer orientation, and expertise are positively related to service friendship and customer compliance, which in turn affect customer satisfaction and anticipated future interaction. The control variables are also both positively associated with service friendship and anticipated future interaction. Research limitations/implications -This research represents an early attempt at explaining what affects customer compliance in high-contact service settings. Future research directions are discussed, with emphasis on incorporating customer characteristics, service interaction characteristics, and employee viewpoints to better understand service friendship and compliance in different service settings. Practical implications -Customer compliance is a vital component of high-contact service interactions between employees and customers. Service managers should encourage the formation of customer compliance in conjunction with service friendship to achieve better service outcomes. Originality/value -This study represents the first study in the service marketing literature to est...

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“…Mattila and Enz (2002) looked at positive and negative mood states and displayed emotion in relation to service encounter evaluation and Foxall and Greenley (1999) established a link between pleasure, arousal and dominance and behavioral responses in service settings. From these and other similar studies (e.g., Babin and Darden, 1996;Johnson and Zinkhan, 1991;Knowles et al, 1999), we know that the degree to which the customer evaluates the experience as either positive or negative and adopts approach or avoidance behaviors, is largely influenced by the emotions experienced during service encounters.…”

Section: Introductionmentioning

confidence: 96%

An examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters

Grace

2009

Journal of Retailing and Consumer Services

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Using an experimental repeated-measures design (n ¼ 240), this study examines the level of felt embarrassment and repatronage intentions in relation to 13 embarrassing service encounters. The manipulation of two independent variables, i.e. embarrassment source (i.e., service provider, others present and consumer) and embarrassment stimuli (violations of privacy, awkward acts, forgetfulness/error, image appropriateness and criticism) are represented by 13 hypothetical scenarios included in a self-report survey. The findings have relevance for theory and practice and provide direction for future research in this area. r

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Emotional Responses to a Professional Service Encounter

Cited by 56 publications

References 0 publications

The Role of Emotions in Service Encounters

The Role of Emotions in Service Encounters

Modeling service friendship and customer compliance in high‐contact service relationships

An examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters

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