Influence of emotions displayed by employees during service recovery

Influence of emotions displayed by employees during service recovery

Purpose – While research evidences how customers’ emotions can influence their consumer experience, understanding of how employees’ displayed emotions affect the customer service experience is more limited. Drawing on affect transfer theory, the authors test for the mediating role of attitude toward...

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Bibliographic Details
Main Authors: María Sicilia, M. Carmen Caro-Jiménez, Estela Fernández-Sabiote
Format: Article
Language:English
Published: Emerald Publishing 2021-12-01
Series:Spanish Journal of Marketing-ESIC
Subjects:
employee
happiness
anger
emotions
service recovery
affect transfer
satisfaction
attitudes
Online Access:https://www.emerald.com/insight/content/doi/10.1108/SJME-07-2021-0146/full/pdf?title=influence-of-emotions-displayed-by-employees-during-service-recovery

Internet

https://www.emerald.com/insight/content/doi/10.1108/SJME-07-2021-0146/full/pdf?title=influence-of-emotions-displayed-by-employees-during-service-recovery

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