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Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions.
J Soc Psychol. 2013 May-Jun; 153(3):261-78.JS

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.

Authors+Show Affiliations

Medler-Liraz H
Academic College of Tel-Aviv-Yaffo, School of Management and Economics, Tel Aviv 61083, Israel. hanamedl@mta.ac.il
Yagil D
No affiliation info available

MeSH

AdultConsumer BehaviorEmotionsFemaleHumansInterpersonal RelationsMaleModels, PsychologicalPersonnel LoyaltySurveys and Questionnaires

Pub Type(s)

Journal Article

Language

eng

PubMed ID

23724700

Citation

Medler-Liraz, Hana, and Dana Yagil. "Customer Emotion Regulation in the Service Interactions: Its Relationship to Employee Ingratiation, Satisfaction and Loyalty Intentions." The Journal of Social Psychology, vol. 153, no. 3, 2013, pp. 261-78.
Medler-Liraz H, Yagil D. Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions. J Soc Psychol. 2013;153(3):261-78.
Medler-Liraz, H., & Yagil, D. (2013). Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions. The Journal of Social Psychology, 153(3), 261-78.
Medler-Liraz H, Yagil D. Customer Emotion Regulation in the Service Interactions: Its Relationship to Employee Ingratiation, Satisfaction and Loyalty Intentions. J Soc Psychol. 2013 May-Jun;153(3):261-78. PubMed PMID: 23724700.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions. AU - Medler-Liraz,Hana, AU - Yagil,Dana, PY - 2013/6/4/entrez PY - 2013/6/4/pubmed PY - 2013/7/3/medline SP - 261 EP - 78 JF - The Journal of social psychology JO - J Soc Psychol VL - 153 IS - 3 N2 - 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. SN - 0022-4545 UR - https://www.unboundmedicine.com/medline/citation/23724700/Customer_emotion_regulation_in_the_service_interactions:_its_relationship_to_employee_ingratiation_satisfaction_and_loyalty_intentions_ DB - PRIME DP - Unbound Medicine ER -