It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery

Volume: 25, Issue: 3, Pages: 478 - 493
Published: Nov 5, 2021
Abstract
Research indicates that a customer’s service experience is shaped by their past experiences with the firm. However, the extent to which past experiences with customers shape frontline service employees’ delivery of services has not been examined. We propose that the analysis of service encounters as discrete, independent units ignores possible linkages between customer experiences via frontline employees. Adopting a resource spill-over...
Paper Details
Title
It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery
Published Date
Nov 5, 2021
Volume
25
Issue
3
Pages
478 - 493
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