Esta web utiliza cookies para que podamos ofrecerte la mejor experiencia de usuario posible. La información de las cookies se almacena en tu navegador y realiza funciones tales como reconocerte cuando vuelves a nuestra web o ayudar a nuestro equipo a comprender qué secciones de la web encuentras más interesantes y útiles.
Publicaciones
Linking Employees’ Extra-Role Efforts to Customer Satisfaction: Presence Versus Absence of Complaints
Martínez-Tur, V., Y. Estreder, C. Moliner, E. García, J. Ramos y J. M. Peiró
Fuente: Social Psychology
Resumen
Our main goal was to test the moderating role of customer complaints (“presence” vs. “absence”) in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, reciprocity, generous behavior, and characteristics of service encounters between employees and customers.
Cómo citar este artículo
Martínez, V., Y. Estreder, C. Moliner, E. García, J. Ramos y J.M. Peiró: (2017): “‘Linking employees’ extra-role efforts to consumer satisfaction: presence versus absence ofcomplaints”, Social Psychology, 48 (2), marzo, pp. 104-112