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The effect of frontline employees' personal self-disclosure on consumers' encounter experience
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.ORCID-id: 0000-0002-7480-9318
Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), Centrum för tjänsteforskning. BI Norwegian Sch Management, Oslo, Norway.ORCID-id: 0000-0001-8278-1442
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.ORCID-id: 0000-0002-7006-9906
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för psykologi.ORCID-id: 0000-0001-8102-8168
2016 (engelsk)Inngår i: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 30, nr May, s. 40-49Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

The purpose of this paper is to investigate how frontline employee self-disclosure influences consumers’ reciprocal behavior. To investigate the effects of frontline employee self-disclosure, two experiments were conducted with a total sample of 475 participants. The results show that when frontline employees disclose personal information in one-time encounters, they are perceived as less competent and more superficial. The results also show that self-disclosure negatively affects reciprocal behavior, but that this is mediated through liking, competence, superficiality, and satisfaction. These findings suggest that it is not always beneficial for employees to use self-disclosure as a strategy for garnering a consumer's trust or satisfaction, which counters previous research that suggest that disclosure of personal information is a good way to positively influence consumers in the retail environment.

sted, utgiver, år, opplag, sider
2016. Vol. 30, nr May, s. 40-49
Emneord [en]
Self-disclosure, Frontline employee, Encounter experience, Social impresssion, Satisfaction, Reciprocal behavior
HSV kategori
Forskningsprogram
Psykologi; Företagsekonomi
Identifikatorer
URN: urn:nbn:se:kau:diva-41905DOI: 10.1016/j.jretconser.2015.12.004ISI: 000375851500005OAI: oai:DiVA.org:kau-41905DiVA, id: diva2:923004
Tilgjengelig fra: 2016-04-25 Laget: 2016-04-25 Sist oppdatert: 2019-07-12bibliografisk kontrollert
Inngår i avhandling
1. Changing the servicescape: The influence of music, self-disclosure and eye gaze on service encounter experience and approach-avoidance behavior
Åpne denne publikasjonen i ny fane eller vindu >>Changing the servicescape: The influence of music, self-disclosure and eye gaze on service encounter experience and approach-avoidance behavior
2016 (engelsk)Doktoravhandling, med artikler (Annet vitenskapelig)
Abstract [en]

The purpose of this thesis is to investigate and understand the effect of a servicescape’s ambient and social conditions on consumers’ service encounter experience and their approach/avoidance behavior in a retail context. In three papers, with a total sample of over 1600 participants (including 550 actual consumers) and seven experiments, the author investigates the effect of music (ambient stimuli), employees’ self-disclosure (verbal social stimuli) and employees’ gazing behavior (nonverbal social stimuli) on consumers’ service encounter experience and approach/avoidance behavior in a retail store.

Paper I comprised two experiments, and the aim was to investigate the influence of music on emotions, approach/avoidance behavior. Paper II comprised two experiments, and the aim was to investigate the effect of frontline employees’ personal self-disclosure on consumers’ reciprocal behavior. Paper III comprised three experiments, and the aim was to investigate the influence of employee’s direct eye gaze/ averted eye gaze on consumer emotions, social impression of the frontline employee and encounter satisfaction in different purchase situations.

The results in this thesis show that music affects consumers in both positive and negative ways (Paper I). Self-disclosure affects consumers negatively, in such a way that it decreases encounter satisfaction  (Paper II) and, finally, eye gaze affects consumers by regulating both positively – and in some cases also negatively – consumers’ social impression of the frontline employee and their encounter satisfaction (Paper III).

The conclusions of this thesis are that both ambient and social stimuli in a servicescape affect consumers’ internal responses, which in turn affect their behavior. Depending on the purchase situation, type of retail, and stimuli, the internal and behavioral responses are different.

Abstract [en]

The purpose of this thesis is to investigate and understand the effect of a servicescape’s ambient and social conditions on consumers’ service encounter experience and their approach/avoidance behavior in a retail context. In three papers, with a total sample of over 1600 participants (including 550 actual consumers) and seven experiments, the author investigates the effect of music, employees’ self-disclosure and employees’ gazing behavior on consumers’ service encounter experience and approach/avoidance behavior in a retail store.

The results in this thesis show that music affects consumers in both positive and negative ways (Paper I). Self-disclosure affects consumers negatively, in such a way that it decreases encounter satisfaction (Paper II) and, finally, eye gaze affects consumers by regulating both positively – and in some cases also negatively – consumers’ social impression of the frontline employee and their encounter satisfaction (Paper III).

The conclusions of this thesis are that both ambient and social stimuli in a servicescape affect consumers’ internal responses, which in turn affect their behavior. Depending on the purchase situation, type of retail, and stimuli, the internal and behavioral responses are different.

 

sted, utgiver, år, opplag, sider
Karlstad: Karlstads universitet, 2016
Serie
Karlstad University Studies, ISSN 1403-8099 ; 2016:39
Emneord
Servicescape, Approach/Avoidance, Emotions, Social impression, Consumer behavior, Encounter experience, Music, Self-disclosure, Eye gaze, Retail
HSV kategori
Forskningsprogram
Psykologi
Identifikatorer
urn:nbn:se:kau:diva-46417 (URN)978-91-7063-722-3 (ISBN)
Disputas
2016-12-09, 11 D 227, Universitetsgatan 2, Karlstad, 13:15 (svensk)
Opponent
Veileder
Tilgjengelig fra: 2016-11-21 Laget: 2016-10-07 Sist oppdatert: 2019-10-21bibliografisk kontrollert

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