The relationships between frontline employee's facial expressions and customer responses in the service failure context.
| Autor: | Yi-Yeh Lee, 李易曄 |
|---|---|
| Rok vydání: | 2009 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 97 During past decades, service with a smile has been recognized as the best practices of service industries. Existing studies also support this argument and propose that, through emotional contagion mechanism, an employee’s positive emotional display positively affect a customer’s service evaluation. However, if we scrutinize these studies, we can easily find that most of them use successful service delivery as their research context, and only scant studies paid their attentions to service failure conditions. Based on relevant literatures in emotional contagion, emotional display rules, information processing, and service failure fields, the authors of this article propose a complementary perspective on the effects of an employee’s emotional display – the contingency perspective. The authors argue that frontline employees should express different external emotions according to different conditions. More specifically, an employee’s authentic neutral displays could produce more favorable results than positive ones in service failure conditions. In order to verify this perspective, the authors applied scenario-based experimental designs with common failures in the hospitality industry as research context. Three experiments tested the effects of an employee’s emotional display (positive vs. neutral), the severity of service failure (high vs. medium vs. low), and the authenticity of emotional display (high vs. low) on a customer’s interactional justice perception and overall satisfaction. The results indicate that the positive effect of an employee’s positive emotional display is weakened while the failure severity is higher. Moreover, a neutral display with high authenticity will lead to highest interactional justice perception and overall satisfaction. The authors also provide theoretical and managerial implications. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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