Service provider hostility and service quality

• 成果类型: Article
• 署名作者: Doucet, L
• 署名单位: University of Illinois System; University of Illinois Urbana-Champaign
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/20159617
• 发表日期: 2004
• 页码: 761-771
• 关键词: EMOTIONAL CONTAGION; selective exposure; EMPATHIC ACCURACY; sex

摘要

Previous research on interpersonal interactions has found inconsistent effects of hostile interpersonal behaviors on organizational outcomes. This study found that technical performance by service providers and customer utility for service moderated the relations between hostile behaviors of service providers and service quality. Hostile behavior is most detrimental to service quality when customers have a high utility for service interactions and experience poor technical performance. These relations were found to be mediated by customer experiences of hostility.