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It takes two to interact – Service orientation, negative emotions and customer phubbing in retail service work
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0003-1419-2667
Högskolan i Borås.
2020 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 54, p. 1-8, article id 102050Article in journal (Refereed) 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.

Place, publisher, year, edition, pages
Elsevier, 2020. Vol. 54, p. 1-8, article id 102050
Keywords [en]
Customer incivility, Customer misbehaviour, Frontline employees, Handling strategies, Negative emotions, Phubbing, Retail, Service orientation, cognition, consumption behavior, limit analysis, retailing, service sector, strategic approach, Sweden
National Category
Work Sciences Economics and Business
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-77549DOI: 10.1016/j.jretconser.2020.102050ISI: 000528835800048Scopus ID: 2-s2.0-85078671165OAI: oai:DiVA.org:kau-77549DiVA, id: diva2:1426203
Funder
Swedish Research Council, 2012-641Forte, Swedish Research Council for Health, Working Life and Welfare, 2012-0741Available from: 2020-04-24 Created: 2020-04-24 Last updated: 2020-05-27Bibliographically approved

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Fellesson, Markus

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CiteExportLink to record
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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • apa.csl
  • Other style
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Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
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