Is "service with a smile" enough? - Authenticity of positive displays during service encounters
Is "service with a smile" enough? - Authenticity of positive displays during service encounters
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DOI：
10.1016/j.obhdp.2004.08.002
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发表时间：
2005-01-01
影响因子：
4.6
通讯作者：
Sideman, LA
中科院分区：
文献类型：
--
作者：
Grandey, AA;Fisk, GM;Sideman, LA
服务提供商使用印象管理策略来产生客户满意度和回头客业务。管理情绪表达是实现这些目标的一种策略。我们将研究扩展到“杜兴微笑”，看看员工表情的真实性是否影响了员工对友好的印象和对相遇的整体满意度。此外，我们还考虑了另外两个因素——任务绩效和繁忙程度——来检验真实性产生最大影响的条件。在研究1中，我们获得了对视频模拟的反应，这些模拟操纵了酒店入住期间积极表现和任务表现的真实性。ANCOVA结果支持服务提供者的真实性增强了友好的感知，但只有在任务执行良好时才影响客户满意度。在研究2中，对64名餐厅服务员的255名顾客的反应进行了层次线性建模，结果表明，当商店很慢时，感知到的展示真实性增强了员工的感知友好性，但当商店很忙时，这种增强作用较弱。显示真实性对客户满意度有直接影响，与任务绩效（一般较高）和繁忙程度无关。我们的结论是，只有当其他因素处于最佳水平时，显示真实性才是服务遇到的所有角色外行为，对遇到满意度具有附加效应。我们提出了显示规则政策和服务培训的启示。(C) 2004爱思唯尔公司版权所有。
Service providers use impression management strategies to engender satisfaction and repeat business in customers. Managing emotional expressions is one strategy to meet those goals. We extended research oil the "Duchenne Smile" to see if authenticity of employee expressions influenced the impressions formed of the employee's friendliness and the overall satisfaction with the encounter. Furthermore, we took two other factors into account-task performance and busyness-to examine the conditions under which authenticity would have the greatest impact. In Study 1, we obtained reactions to videotaped simulations that manipulated authenticity of positive displays and task performance during a hotel check-in encounter. ANCOVA results supported that authenticity of the service provider enhanced perceptions of friendliness, but only influenced customer satisfaction when tasks were performed well. In Study 2, hierarchical linear modeling with reactions from 255 customers of 64 restaurant servers showed that perceived display authenticity enhanced the perceived friendliness of the employee when the store was slow, but less so when it was busy. Display authenticity had a direct effect oil customer satisfaction, regardless of task performance (which was generally high) and busyness. We conclude that display authenticity is all extra-role behavior for service encounters with an additive effect on encounter satisfaction only when other factors are at optimal levels. We suggest implications for display rule policies and service training. (C) 2004 Elsevier Inc. All rights reserved.