The effect of frontline employees‿personal self-disclosure on consumers‿encounter experience
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- 作者：Pernille K. Andersson ; pernille.k.andersson@kau.se" class="auth_mail" title="E-mail the corresponding author ; Anders Gustafsson anders.gustafsson@kau.se" class="auth_mail" title="E-mail the corresponding author ; Per Kristensson per.kristensson@kau.se" class="auth_mail" title="E-mail the corresponding author ; Erik Wä ; stlund erik.wastlund@kau.se" class="auth_mail" title="E-mail the corresponding author
- 关键词：Self-disclosure ; Frontline employee ; Encounter experience ; Social impression ; Satisfaction ; Reciprocal behavior
- 刊名：Journal of Retailing and Consumer Services
- 出版年：2016
- 出版时间：May 2016
- 年：2016
- 卷：30
- 期：Complete
- 页码：40-49
- 全文大小：501 K
文摘
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Frontline employee self-disclosure influences consumers’ reciprocal behaviour.
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Self-disclosing frontline employees are perceived as less competent and more superficial.
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Frontline employees’ self-disclosure negatively affects consumers’ reciprocal behavior.