The Presenter’s Paradox in customer service interactions

Christine Kang and David B. Wooten

Journal of Business Research, 2020, vol. 120, issue C, 94-102

Abstract: This study examines the Presenter’s Paradox in the context of customer–server interactions. Our findings from four studies suggest that, in response to service predicaments, restaurant servers frequently exhibit two tendencies that are misaligned with the preferences of their customers: they offer uninformative explanations to avoid revealing information that conveys an unfavorable impression, and they manage impressions on behalf of coworkers that cause service predicaments. These efforts lead to behaviors that do not satisfy the information needs of customers and result in less favorable financial outcomes (e.g., lower tips) for servers. This study contributes to the knowledge on impression management and customer service interactions.

Keywords: Customer service; Presenter’s Paradox; Impression management; Evasive self-presentation; Strategic identity support; Tipping behavior (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:120:y:2020:i:c:p:94-102

DOI: 10.1016/j.jbusres.2020.07.041

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