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It takes two to interact: Service orientation, negative emotions and customer phubbing in retail service work
Centrum för tjänsteforskning, Karlstads universitet.
Högskolan i Borås, Akademin för textil, teknik och ekonomi. (Sustainable Consumption Research Group)ORCID-id: 0000-0001-9159-4593
2020 (engelsk)Inngår i: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 54Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

The purpose of this paper is to empirically explore the relationship between frontline employees’ service orientation, negative emotions and handling strategies during situations of customer incivility involving phubbing. In such situations, the logic and the practical implications of service orientation are challenged. Drawing on a survey of 2,940 employees in the Swedish retail sector, the paper shows that service orientation impacts upon how situations involving difficult customers are handled, and that this impact is mediated by employees’ negative emotional reactions. The paper contributes to retail management by pointing to the limitations of solely relying on service orientation and similar ideals in situations of customer incivility.

sted, utgiver, år, opplag, sider
2020. Vol. 54
Emneord [en]
Service orientation, customer incivility, customer misbehaviour, phubbing, negative emotions, handling strategies, frontline employees, retail
HSV kategori
Forskningsprogram
Handel och IT
Identifikatorer
URN: urn:nbn:se:hb:diva-22765DOI: 10.1016/j.jretconser.2020.102050ISI: 000528835800048Scopus ID: 2-s2.0-85078671165OAI: oai:DiVA.org:hb-22765DiVA, id: diva2:1390631
Prosjekter
Att jobba med jobbiga kunder - Tjänstearbete mellan kundideal och organisatoriska realiteterKundideal och organisatoriska realiteter - Servicemöten, konflikter och diskursiva kunder
Forskningsfinansiär
Forte, Swedish Research Council for Health, Working Life and Welfare, 2012-0741Tilgjengelig fra: 2020-02-02 Laget: 2020-02-02 Sist oppdatert: 2021-10-21bibliografisk kontrollert

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Salomonson, Nicklas

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