Bonding Through Service Friendliness: a Potential Double-Edged Sword
Two studies show that rapportful employee-customer interactions enhance pleasant encounters, but backfire in service failures. Interestingly, customers in high-rapport conditions voiced their (dis)satisfaction in a manner that favors the employee (vs. company). Undergirding these findings, we show that appropriate levels of nonverbally-expressed emotion are critical for connecting employees to customers.
Elison Lim, Yih Hwai Lee, and Maw Der Foo (2012) ,"Bonding Through Service Friendliness: a Potential Double-Edged Sword", in NA - Advances in Consumer Research Volume 40, eds. Zeynep Gürhan-Canli, Cele Otnes, and Rui (Juliet) Zhu, Duluth, MN : Association for Consumer Research, Pages: 714-715.
Elison Lim, Nanyang Technological University, Singapore
Yih Hwai Lee, National University of Singapore, Singapore
Maw Der Foo, University of Colorado-Boulder, USA
NA - Advances in Consumer Research Volume 40 | 2012
R4. Human Brands and Their Consumers: How Consumers Reform Brand Understandings Following Critical Incidents
Kimberley Mosher Preiksaitis, Siena College
Ecce Machina Humana: Examining Competence and Warmth in Consumer Robots The two fundamental social judgment dimensions-competence and warmth-are as relevant for judging consumer robots as for humans. We find that competence has an increasing positive eff
The Viciousness and Caring of Sharing: Conflicts and Motivations of Online Shamers
Chen Pundak, Tel Aviv University, Israel
Yael Steinhart, Tel Aviv University, Israel
Jacob Goldenberg, IDC