By hand or device? The “observation effect” of employees’ notetaking mode on consumer service evaluations

Abstract

We examine how the notetaking behaviors of frontline service staff affect consumers' perceptions of employees and firms. Drawing on embodied cognition theory, we propose that observing frontline employees' recording of consumers' requests triggers related cognitive processes in consumers, shaping their evaluations. We explored the impacts of different notetaking modes in five experimental studies. Study 1 revealed that employees using digital (vs. handwritten) notetaking received lower service ratings and induced less favorable evaluations of the firm as well. The underlying mechanism driving these effects was also identified. Studies 2, 3 and 4 reinforced the findings from Study 1, while ruling out alternative explanations. Study 5 demonstrated a boundary condition, showing that the adverse effect of digital notetaking behaviors was mitigated when employees confirmed consumers’ requests after documenting them. This research deepens our understanding of notetaking modes and provides empirical evidence indicating how firms can strategically integrate technologies into their service interactions.