Salespeople's Job Stress: Exploring Stress Contagion From Salespeople to Customers

Based on an experimental study, we investigate whether and how the frontline employee’s experience of work stress is transmitted to the customer in a service encounter, and if so, whether this transmission is accompanied by negative customer reactions (e.g., dissatisfaction with the service, intention to postpone the purchase, intention to engage in negative word-of-mouth, intention to avoid the store in the future).



Citation:

Carmen-Maria Albrecht, Jan Weyerer, and Hans H. Bauer (2012) ,"Salespeople's Job Stress: Exploring Stress Contagion From Salespeople to Customers", in AP - Asia-Pacific Advances in Consumer Research Volume 10, eds. , , and , Duluth, MN : Association for Consumer Research, Pages: 305-307.

Authors

Carmen-Maria Albrecht, University of Mannheim, Germany
Jan Weyerer, University of Mannheim, Germany
Hans H. Bauer, University of Mannheim, Germany



Volume

AP - Asia-Pacific Advances in Consumer Research Volume 10 | 2012



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