Customer Emotion Regulation in the Service Interactions: Its Relationship to Employee Ingratiation, Satisfaction and Loyalty Intentions
Customer Emotion Regulation in the Service Interactions: Its Relationship to Employee Ingratiation, Satisfaction and Loyalty Intentions
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DOI：
10.1080/00224545.2012.729105
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发表时间：
2013-03
期刊：
影响因子：
--
通讯作者：
Hana Medler-liraz;D. Yagil
中科院分区：
文献类型：
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作者：
Hana Medler-liraz;D. Yagil
摘要许多研究都探讨了服务人员的情绪调节及其前因。然而，一般来说，顾客的情绪调节，特别是它是如何受到服务员工行为的影响，只得到很少的关注。本文通过建立一个模型，提出服务员工的逢迎行为与顾客情绪调节策略有关，而顾客情绪调节策略又与顾客满意度和忠诚度有关。该模型进行了测试，与131个服务企业客户二人组。研究结果发现，服务人员的迎合行为与顾客的深层行动有显著的正相关关系，而与表层行动无显著的相关关系。顾客的深度行动与满意度呈正相关。顾客满意度和忠诚度之间存在正相关关系。
ABSTRACT Many studies have explored emotional regulation on the part of service employees, and its antecedents. However, customers' emotional regulation in general, and how it is affected by service employee behavior in particular, have received only scant attention. The present article explores a model suggesting that service employees' ingratiatory behavior relates to customer emotion regulation strategies, which in turn are related to customer satisfaction and loyalty. The model was tested with 131 service employee-customer dyads. The results show that service employee ingratiation was positively related to customers' deep acting but not related to surface acting. Customers' deep acting was positively related to their satisfaction. A positive relationship was found between customer satisfaction and loyalty.