Influence of emotions displayed by employees during service recovery

Q1 Business, Management and Accounting
Mariafrancesca Sicilia, M. C. Caro-Jiménez, E. Fernández-Sabiote
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引用次数: 2

Abstract

Purpose While research evidences how customers’ emotions can influence their consumer experience, understanding of how employees’ displayed emotions affect the customer service experience is more limited. Drawing on affect transfer theory, the authors test for the mediating role of attitude towards the employee, which is proposed to mediate the effect of employees’ displayed emotion on customers’ satisfaction with recovery. As service recovery entails a critical service experience in which emotions can easily rise, this paper aims to highlight the pivotal role of employee-displayed emotions during service recovery. Methodology A scenario-based experiment in the context of an airline service failure recovery (3 × 2 between-subjects design) manipulates frontline employees’ emotions (anger vs happiness vs no specific emotion) and the quality of the solution (bad vs good). Findings Employees’ displayed emotions directly affect attitude towards the employee and indirectly affect service recovery satisfaction. Moreover, attitude towards the employee is affected more by the employee’s displayed emotion when the solution offered is bad compared to good. Practical implications Employees’ emotions displayed during service recovery can enhance or damage service recovery strategies. Employees should control for negative emotions in the case of service failure, especially when unable to provide a good solution. Originality Emotions displayed by employees can influence the customer’s service recovery evaluations. There is an interesting interaction between the quality of the solution and employees’ displayed emotions. Additionally, the mantra of “service with a smile” may not be valid in the case of service recovery: rather, employees should avoid displaying negative emotions.
服务恢复过程中员工情绪表现的影响
虽然研究证明了顾客的情绪如何影响他们的消费体验,但对员工表现出的情绪如何影响客户服务体验的理解更为有限。运用情感迁移理论,对员工态度的中介作用进行检验,提出员工情绪表现对顾客恢复满意度的中介作用。由于服务恢复是一种关键的服务体验,在这种体验中情绪很容易上升,因此本文旨在强调员工情绪表现在服务恢复中的关键作用。MethodologyA基于场景的实验中一个航空服务故障恢复(3×2主题之间设计)操纵前线员工的情绪(愤怒和快乐和没有特定的情感)和解决方案的质量(好与坏)。发现员工情绪表现直接影响员工态度,间接影响服务恢复满意度。此外,当提供的解决方案不好时,员工对员工的态度更受员工表现出的情绪的影响。实践意义员工在服务恢复过程中所表现出的情绪可以增强或破坏服务恢复策略。在服务失败的情况下,员工应该控制负面情绪,特别是在无法提供良好解决方案的情况下。员工的情绪表现会影响顾客对服务恢复的评价。在解决方案的质量和员工表现出的情绪之间有一个有趣的相互作用。此外,“微笑服务”的口号可能不是有效的服务补救:相反,员工应避免显示负面情绪。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
Spanish Journal of Marketing - ESIC
Spanish Journal of Marketing - ESIC Business, Management and Accounting-Marketing
CiteScore
9.10
自引率
0.00%
发文量
21
审稿时长
12 weeks
期刊介绍: Expected manuscript profile: SJM-ESIC is especially interested in submissions that include unique and novel contributions on the frontier of knowledge, focused on emerging areas relevant to academic research in marketing or even opening new research niches. New methodologies and techniques are particularly appreciated. SJM-ESIC welcomes a wide array of original contributions (quantitative or qualitative empirical analysis, critical literature reviews, meta-analysis, theoretical papers, agenda for future research, etc.), as well as research that cross the frontiers between marketing and other related areas. Submitted manuscripts can be focused on Spanish, Latin-American, but also any other relevant market. Agenda for Future Research: Considering the interest of the SJM-ESIC for unique and novel contributions on the frontier of knowledge, this section aims to create a space for critical reflection of new directions in which future specialized research in the marketing field should advance. The Agenda for Future Research section welcomes contributions outlining emerging opportunities in the marketing discipline derived, for example, from changes in consumers'' behaviour. New challenges in this evolving field might be also addressed. In sum, this section aims to propose new research avenues for marketing academics in order to inspire future research agendas. Leading researchers in the marketing discipline, either alone or in collaboration, are highly encouraged to contribute to this Agenda for Future Research section. Due to the particularities of this type of contributions, no restrictions on manuscript structure apply.
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