Organizational citizenship behavior (OCB) research is extended to the customer domain by examining role of in Internet service deliveries. Based on OCB framework, it was hypothesized that a conceptual distinction between in-role behaviors (i.e., task performance) and extra-role behavior) can be customers who participate delivery. Survey data show differentiate coproduction from behaviors. Furthermore, these two had different sets predictors. Theoretical practical implications are discussed...

In this study, the authors examine effects of two facets employee emotions on customers' assessments service encounters. Drawing emotional contagion and labor theories, they investigate influence extent employees' display positive authenticity their states and, subsequently, interaction relationship with provider. To test study hypotheses, 223 consumers participated in a simulated encounter which actors played roles employees. 2 × factorial design, employees varied both smiling behavior by...

In this research, we extend emotional labor theories to the customer domain by developing and testing a theoretical model of effects employee on outcomes. Dyadic survey data from 285 service interactions between employees customers show that employees' strategies deep surface acting differentially influence customers' evaluations accuracy in detecting can intensify impact. We also investigate potential moderating type relationship outcomes but find no support for such an effect.

In this study, the authors examine effects of two facets employee emotions on customers’ assessments service encounters. Drawing emotional contagion and labor theories, they investigate influence extent employees’ display positive authenticity their states and, subsequently, interaction relationship with provider. To test study hypotheses, 223 consumers participated in a simulated encounter which actors played roles employees. 2 × factorial design, employees varied both smiling behavior by...

Given the emotional nature of health care, patients and their families may express anger mistreat care providers; in addition, those providers are expected to manage own emotions when providing care--two interpersonal stressors that linked job burnout. Integrating conservation resources (Hobfoll, 2002) ego depletion (Muraven & Baumeister, 2000) theories, we propose this creates a resource loss spiral can be slowed by presence "climate authenticity" among one's coworkers. We describe climate...

Emotional dissonance resulting from an employee's emotional labor is usually considered to lead negative employee outcomes, such as job dissatisfaction and exhaustion. Drawing on Festinger's (1957) cognitive theory, we argue that the relationship between service employees' surface acting exhaustion moderated by 2 aspects of a worker's self-concept: importance displaying authentic emotions (reflecting self-concept's self-liking dimension) self-efficacy when faking self-competence dimension)....

Poor employee–customer interactions influence customer satisfaction and employee well-being. In studying these negative exchanges, researchers tend to take either the perspective of (i.e., problem is service failure) or difficult customer). We review two literatures show that inputs, processes, outcomes perspectives are linked in a way creates exchange spiral. argue this an “open-loop” spiral because encounter spills over experience subsequent customers nearby employees. suggest future...

The impact of emotional labor on customer outcomes is gaining considerable attention in the literature, with research suggesting that authenticity displays may positively outcomes. However, investigating more inauthentic emotions service delivery mixed (see Chi, Grandey, Diamond, & Krimmel, 2011). This study explores 2 potential reasons for why are largely inconsistent: distinct surface acting strategies and role context. Drawing social-functional theories emotions, we surveyed 243 dyads...

Organizational display rules (e.g., "service with a smile") have had mixed relationships employee emotional labor—either in the form of "bad faith" surface acting (suppressing or faking expressions) "good deep (modifying inner feelings). We draw on motivational perspective labor to argue that individual differences customer orientation will directly and indirectly relate these strategies response rules. With survey more than 500 working adults contact positions, controlling for affective...

Abstract Mistreatment by customers is a common occurrence for many frontline service employees. Although some evidence suggests that employees engage in dysfunctional workplace behaviors as result of mistreatment, others studies have suggested may cope with such negative experiences helping others. Drawing on state relief theory, we conducted 2 to test these relationships and examine whether emotions arising from daily customer mistreatment engaging In Study 1, surveys 70 restaurant showed...

ABSTRACT Service scripts are behavioral and verbal prescriptions used in many organizations as a way of standardizing employees’ behaviors during their interactions with customers. Yet, they have rarely been studied empirically. There mixed suggestions the literature about beneficial vs. detrimental effects service scripts. Based on social exchange citizenship behavior theories, this study investigates whether relationship between an important customer outcome, (CCB), depends level...

We conducted a comprehensive review of empirical research related to frontline service employees over the past four decades (1980-2020). Utilizing bibliometric mapping approach, we identified 630 relevant articles appearing in service, management, marketing, and applied/occupational health psychology journals. Our analysis five distinct clusters: (a) collective predictors effects, (b) services encounters, (c) emotional regulation (d) customer orientation, (e) stress strain. In this article,...

Purpose A significant way of achieving high profitability is to retain existing customers who contribute the service provider's revenue by continuously purchasing and paying more for products services building brand equity provider. The main objective this study empirically examine extend knowledge underlying linkage between loyalty performance outcomes in context business‐to‐business markets. It aims develop test a theoretical model examining antecedents context. also relationship customer...

Although absenteeism has been identified in theoretical models as a key long-term consequence of emotional labor, few studies have empirically examined this link. In article, we investigate the relationship between surface acting and moderating role self-efficacy. Drawing on resource perspectives, argue show that when valued resources are threatened or lost result acting, employees will actively strive to prevent further loss by withdrawing from work. We propose, however, self-efficacy can...

Customer service is a central feature of the context. As research has evolved into burgeoning multidisciplinary field, management scholars have developed an impressive body regarding antecedents, processes, and outcomes customer service. We provide integrative review synthesis literature with focus on three important interrelated aspects that specifically interpersonal interaction between employees customers: ( a) affect in service, including emotional labor contagion processes; b)...

Explanations in the context of employment rejection letters were studied from perspective fairness theory (Folger & Cropanzano, 1998). In 2 scenario‐based studies and 1 field experiment, Would Reducing explanations (i.e., detailing qualifications individual who received job), Should appropriateness selection process), Could external conditions that led to a hiring freeze) systematically manipulated communicating negative decisions. Applicants' perceptions fairness, recommendation...

Executive Overview This article provides the reader with both a conceptual and practical approach to understanding interaction between three entities in service deliveries: customer, provider, organization. These are interconnected through strong or loose links, strength of each bond has immediate implications designing strategy. We present typology delivery strategies based on distinction relationships (having tight links individual provider customer) encounters customer). argue that...

Purpose The purpose of this paper is to explore the changing nature relationship between service workers and their work arrangements. Building upon classical contemporary management theories examining current trends disruptions in employment relationships, it proposes a dynamic relational model applicable future decades (notionally year 2050). Design/methodology/approach This introduces develops concept worker–ecosystem as core construct describe participation productivity significantly...

We investigate the relationship between prevalence of workplace aggression and two key outcomes: employee engagement organisational effectiveness. Drawing on social capital theory, we propose that level within organisation helps explain association used secondary survey data an important indicator effectiveness in healthcare sector (i.e. rates hospital-acquired infections (HAIs)) from 101 hospitals NSW, Australia. found with higher had patients HAIs was mechanism helped this effect. These...

Withdrawal from work by frontline employees (FLEs) is generally perceived managers as counterproductive or anti-service behavior. However, there may be detrimental effects of continuing to provide a service, particularly after an FLE has experienced incivility. The possible beneficial withdrawal on service employees’ well-being have rarely been investigated. In this article, we conducted two studies examine the moderating role on- and off-task behaviors relationship between customer...