Influence of emotions displayed by employees during service recovery

  1. María Sicilia 1
  2. M. Carmen Caro-Jiménez 1
  3. Estela Fernandez-Sabiote 1
  1. 1 University of Murcia, Spain
Revista:
Spanish journal of marketing-ESIC

ISSN: 2444-9695,  2444-9709

Año de publicación: 2021

Volumen: 25

Número: 3

Páginas: 392-408

Tipo: Artículo

DOI: 10.1108/SJME-07-2021-0146 DIALNET GOOGLE SCHOLAR lock_openAcceso abierto editor

Otras publicaciones en: Spanish journal of marketing-ESIC

Resumen

Proposito – A pesar de que la literatura ha demostrado la importancia que tienen las emociones en los consumidores, se sabe poco acerca de como influyen las emociones de los empleados. Basandonos en la teoría de la transferencia de afecto, testamos el papel mediador de la actitud hacia el empleado. Ésta se propone como mediadora del efecto que tiene la emocion mostrada por el empleado en la satisfaccion del cliente. Este trabajo resalta el papel fundamental de las emociones mostradas por el empleado durante la recuperacion del servicio. Metodología – Experimento (3x2 entre sujetos) basado en el fallo de una aerolínea. Se manipulan las emociones del empleado (enfado vs alegría vs ninguna emocion específica) y la calidad de la solucion (mala vs buena). Resultados – Las emociones mostradas por los empleados afectan directamente a la actitud hacia el empleado e indirectamente a la satisfaccion con la recuperacion del servicio. La actitud se ve mas afectada por la emocion mostrada por el empleado cuando la solucion ofrecida es mala. Implicaciones practicas – Las emociones mostradas por los empleados pueden contribuir o dañar las estrategias de recuperacion del servicio. Los empleados deben controlar las emociones negativas, especialmente cuando no pueden ofrecer una buena solucion. Originalidad – Las emociones mostradas por los empleados influyen en la recuperacion del servicio. Existe interaccion entre la calidad de la solucion y la emocion del empleado. Ademas, la consigna de “atender al cliente con una sonrisa” puede no ser valida en este contexto, siendo mas relevante que los empleados no muestren emociones negativas

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Información de financiación

This research was funded by Fundaci?n Catedra de Cajamurcia.

Financiadores

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