The Influence of Service Employee Characteristics on Customer Choice and Post-Choice Satisfaction

Nancy J. Sirianni, Arizona State University, USA
Iana Castro-Nelson, Arizona State University, USA
Andrea C. Morales, Arizona State University, USA
Gavan J. Fitzsimons, Duke University, USA
Interaction with a frontline employee is common in most retail and service encounters in which customers are looking to make product and service choices. During these customer-employee interactions, customers are exposed to service employees’ personal characteristics, such as their displayed creativity, which can influence consumer behavior. The proposed research seeks to develop an understanding of how service employee characteristics influence customer choice and post-choice satisfaction.
[ to cite ]:
Nancy J. Sirianni, Iana Castro-Nelson, Andrea C. Morales, and Gavan J. Fitzsimons (2009) ,"The Influence of Service Employee Characteristics on Customer Choice and Post-Choice Satisfaction", in NA - Advances in Consumer Research Volume 36, eds. Ann L. McGill and Sharon Shavitt, Duluth, MN : Association for Consumer Research, Pages: 966-967.