Effects of Highly Attentive Services: Role of Relationship Dynamics and Norms

Maggie Wenjing Liu, Tsinghua University, China
Lijun Zhang, Peking University, China
Hean Tat Keh, University of Queensland, Australia
While special attention and little extras to consumers may create satisfying service encounters, highly attentive services can affect consumer negatively. With two lab experiments, we posited and tested that consumer satisfaction and purchase intention with high attentiveness may vary across different relationship dynamics and norms between customers and service providers.
[ to cite ]:
Maggie Wenjing Liu, Lijun Zhang, and Hean Tat Keh (2013) ,"Effects of Highly Attentive Services: Role of Relationship Dynamics and Norms", in NA - Advances in Consumer Research Volume 41, eds. Simona Botti and Aparna Labroo, Duluth, MN : Association for Consumer Research.