Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction
Volume: 53, Pages: 102001 - 102001
Published: Mar 1, 2020
Abstract
In the service encounter, the employee must often encourage customer self-disclosure (i.e., revealing of personal information) to be able to match the customer's needs with what the firm has to offer. This study uses an experimental approach to manipulate employee encouragement of self-disclosure (low vs. high) to explore its impact on the customer. It was found that encouraging self-disclosure enhanced customer perceptions of customization,...
Paper Details
Title
Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction
Published Date
Mar 1, 2020
Volume
53
Pages
102001 - 102001
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