Original paper
The effect of customer social status and dissatisfaction on service performance
Abstract
Two studies were conducted to test the impact of customer dissatisfaction and social status on service performance. Study 1 was a scenarios study showing that the negative impact of customer dissatisfaction on self-esteem was stronger for high-status customers compared to low-status customers. Study 2 was a field experiment involving 50 telephone service interactions with retail clothing store employees. Results show that the negative impact of...
Paper Details
Title
The effect of customer social status and dissatisfaction on service performance
Published Date
May 7, 2018
Journal
Volume
13
Issue
1
Pages
153 - 169
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Notes
History