The influence of service employee characteristics on customer choice and post-choice satisfaction

Nancy J. Sirianni, Iana Castro-Nelson, Andrea Ketcham, Gavan J. Fitzsimons

Research output: Contribution to journalArticle

3 Scopus citations

Abstract

Interaction with a frontline employee is common in most retail and service encounters in which customers are looking to make product and service choices. During these customer-employee interactions, customers are exposed to service employees' personal characteristics, such as their displayed creativity, which can influence consumer behavior. The proposed research seeks to develop an understanding of how service employee characteristics influence customer choice and post-choice satisfaction.

Original languageEnglish (US)
Pages (from-to)966-968
Number of pages3
JournalAdvances in Consumer Research
Volume36
StatePublished - Dec 1 2009

ASJC Scopus subject areas

  • Applied Psychology
  • Economics and Econometrics
  • Marketing

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