 Consumption in the public eye: The influence of social presence on service experienceYi He, Qimei Chen and Dana L. Alden Journal of Business Research, 2012, vol. 65, issue 3, 302-310 Abstract: Continuous improvement in managing customer relationships is a necessity for companies wishing to remain competitive in today's global marketplace. The two studies presented herein respond to this need by developing and testing a new nomological net that features social presence and its moderators as antecedents to service satisfaction. Study 1 discovers that when service experiences are positive, social presence enhances service satisfaction. Study 2 examines the interaction between service experience valence, social presence type and self-construal prime. The results show that when an interdependent self-construal is primed, social presence (both in-group and out-group) increases service satisfaction (dissatisfaction) during a positive (negative) service encounter, whereas, when an independent self-construal is primed, social presence exerts little impact on service satisfaction. Managers can benefit from these findings by considering the impact of social presence as they design their servicescapes. Keywords: Social presence; Self-construal prime; Service; Satisfaction (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:65:y:2012:i:3:p:302-310 DOI: 10.1016/j.jbusres.2011.03.014 Access Statistics for this article Journal of Business Research is currently edited by A. G. Woodside More articles in Journal of Business Research from Elsevier |
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