How does customer orientation influence authentic emotional display?

Huang, Yu-Shan; Brown, Tom J.

doi:10.1108/jsm-12-2014-0402

Cited by 18 publications

(13 citation statements)

References 48 publications

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“…The target of deviant behavior plays a key role in understanding the phenomenon of deviance (Fombelle et al , 2020; Lawrence and Robinson, 2007). Even though DCB can be directed toward both employees and other customers (Fullerton and Punj, 2004), prior research (Grandey et al , 2004; Huang and Brown, 2016) has primarily focused on DCB that targets employees. We further extend this conversation by demonstrating that different DCB targets (i.e.…”

Section: Discussionmentioning

confidence: 99%

Necessary evil: a strategy to manage dysfunctional customer behavior

Huang

Fang

Liu

2021

JSM

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Purpose The purpose of this paper is to investigate how and when used by employees influences witnessing customers’ willingness to spread positive word of mouth (WOM). Design/methodology/approach This research used a qualitative method to develop a typology of necessary evil using two pilot studies and an experimental study to test the theoretical model. Findings The results show that the necessary evil used by employees to manage dysfunctional customers positively influences witnessing customers’ perceptions of distributive, procedural and interactional justice and their subsequent deontic justice perceptions, resulting in their willingness to spread positive WOM. Moreover, the positive influence of necessary evil on witnessing customers’ responses is strengthened when dysfunctional customer behavior (DCB) targets another customer as opposed to an employee. Practical implications This research offers service providers a better understanding of how to manage DCBs. Originality/value This paper contributes to the existing literature by introducing necessary evil to the service literature, proposing a new typology of employee response strategies to DCB based on necessary evil and examining how necessary evil drives positive customer responses. Additionally, it is among the first to examine the relationship between deontic justice and traditional justice mechanisms.

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Section: Discussionmentioning

confidence: 99%

Necessary evil: a strategy to manage dysfunctional customer behavior

Huang

Fang

Liu

2021

JSM

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“…Bailey et al (2001) asserted that customer emotional experiences during a service interaction influence rapport. An increase in customer positive affect resulting from a service interaction increases customer perceptions of rapport with the service employee (Gremler and Gwinner, 2000;Huang et al, 2016;Hennig-Thurau et al, 2006). Therefore, this study proposes that customers experiencing positive emotions in service encounters are more likely to have positive perceptions of rapport with the service employees:…”

Section: Employee Nonverbal Communication: Affective Delivery and Behavioral Mimicrymentioning

confidence: 97%

The influence of service employees’ nonverbal communication on customer-employee rapport in the service encounter

Lin

2017

JOSM

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Purpose Rapport between service employees and customers has been suggested to be an important determinant of customer relationship management, yet existing marketing literature still lacks a sufficient understanding of how service employees’ nonverbal communication affects customer-employee rapport development in service encounters. The purpose of this paper is to fill this research gap by proposing and testing a model that explores how service employees’ nonverbal communication (employee affective delivery and behavioral mimicry) influences customer positive emotions and customer-employee rapport. The mediating role of customer positive emotions and the moderating role of store atmosphere in the process of customer-employee rapport development were also assessed. Design/methodology/approach Using an observational methodology in conjunction with a customer survey, multi-source survey data collected from 303 customer-employee pairs in the apparel retailing industry was examined through structural equation modeling and regression analysis. Findings Results showed that employee nonverbal communication positively influenced customer positive emotions and customer-employee rapport. The partial mediating role of customer positive emotions and the moderating role of store atmosphere in the process of rapport development were also confirmed. Practical implications Service firms should train and motivate employees to use nonverbal communication to develop and strengthen customer-employee rapport. The importance of customer positive emotions in the service process should be addressed in the customer-employee rapport development process. Moreover, service managers should also allocate firm resources to create a well-designed store atmosphere for target customers. Originality/value This research represents one of the earliest studies to explore and empirically test the influence of employee nonverbal communication on customer-employee rapport development in service encounters. The partial mediating role of customer positive emotions and the moderating role of store atmosphere on the relationship between employee nonverbal communication and customer-employee rapport were also proposed and confirmed.

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“…A study of hospitality employees in Portugal documented that affective organizational commitment completely mediated the linkage between authentic leadership and CO [50]. Another study illustrated that the positive impact of service workers' CO on deep acting was mediated by perspective taking and emotional sensitivity [51]. In addition, Wu et al's [52] research documented that surface and deep acting as well as genuine emotions partly mediated the linkage between CO and burnout among hotel employees in China.…”

Section: Studies On Job Resourcefulness and Customer Orientationmentioning

confidence: 99%

Do Personality Variables Predict Job Embeddedness and Proclivity to Be Absent from Work?

Kaviti¹,

Karatepe²

2022

International Journal of Mental Health Promotion

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The current knowledge base lacks evidence about situational-and surface-level personality variables and their impacts on job embeddedness and proclivity to be absent from work. With this recognition, drawing from the hierarchical personality model and fit theory as well as job embeddedness theory, our paper explores the influences of job resourcefulness (JR) and customer orientation (CO) on job embeddedness and propensity to be absent from work. We tapped time-lagged data gathered from hotel customer-contact employees in the United Arab Emirates to assess the aforementioned linkages via structural equation modeling. CO is a complete mediator between JR and job embeddedness, while job embeddedness completely mediates the linkage between CO and absence intentions. Specifically, hotel employees who can work under a resource-depleted environment are high on CO and therefore display job embeddedness at elevated levels. In addition, customer-oriented hotel employees have higher job embeddedness and therefore exhibit lower absence intentions.

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How does customer orientation influence authentic emotional display?

Cited by 18 publications

References 48 publications

Necessary evil: a strategy to manage dysfunctional customer behavior

Necessary evil: a strategy to manage dysfunctional customer behavior

The influence of service employees’ nonverbal communication on customer-employee rapport in the service encounter

Do Personality Variables Predict Job Embeddedness and Proclivity to Be Absent from Work?

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