Back to Search
Start Over
Linking Employees’ Extra-Role Efforts to Customer Satisfaction
- Source :
- Social Psychology. 48:104-112
- Publication Year :
- 2017
- Publisher :
- Hogrefe Publishing Group, 2017.
-
Abstract
- Abstract. Our main goal was to test the moderating role of customer complaints (“presence” vs. “absence”) in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, reciprocity, generous behavior, and characteristics of service encounters between employees and customers.
- Subjects :
- Service (business)
Customer delight
Service quality
Customer retention
Sociology and Political Science
Social Psychology
05 social sciences
Service level objective
050109 social psychology
Customer advocacy
Arts and Humanities (miscellaneous)
0502 economics and business
Customer reference program
050211 marketing
0501 psychology and cognitive sciences
Customer satisfaction
Marketing
Psychology
Social psychology
General Psychology
Subjects
Details
- ISSN :
- 21512590 and 18649335
- Volume :
- 48
- Database :
- OpenAIRE
- Journal :
- Social Psychology
- Accession number :
- edsair.doi...........29edf0ee2c59b2239bc5e05264d6de02