6533b85afe1ef96bd12b944c

RESEARCH PRODUCT

Linking Employees’ Extra-Role Efforts to Customer Satisfaction

Carolina MolinerJosé RamosEsther García-buadesJosé M. PeiróVicente Martínez-turYolanda Estreder

subject

Service (business)Customer delightService qualityCustomer retentionSociology and Political ScienceSocial Psychology05 social sciencesService level objective050109 social psychologyCustomer advocacyArts and Humanities (miscellaneous)0502 economics and businessCustomer reference program050211 marketing0501 psychology and cognitive sciencesCustomer satisfactionMarketingPsychologySocial psychologyGeneral Psychology

description

Abstract. Our main goal was to test the moderating role of customer complaints (“presence” vs. “absence”) in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, reciprocity, generous behavior, and characteristics of service encounters between employees and customers.

yearjournalcountryeditionlanguage
2017-03-01Social Psychology
https://doi.org/10.1027/1864-9335/a000301