On the positive aspects of customers: Customer-initiated support and affective crossover in employee-customer dyads

2011

This study examines psychological resources for service employees and their customers, which enhance the service experiences of both parties during service conversations. We investigate whether customer behaviour (customer-initiated support) positively impacts on employees' affect. We also examine the crossover of employees' affect on customers' affect. State positive affect (PA) was assessed in 82 employees of car dealerships and 421 customers on 2 occasions (before and after the conversation). Multi-level analyses showed the hypothesized positive impact of customer behaviour on employees' PA and in turn of employees' PA on customers' PA. Results are integrated in an overall process model …