Employee display of burnout in the service encounter and its impact on customer satisfaction

Söderlund, Magnus

Journal of Retailing and Consumer Services, 2017, vol. 37, issue C, 168-176

Abstract: This study examines if employee display of burnout symptoms in service encounters has an impact on customer satisfaction. An experimental approach was used in which the employee's display of burnout (absent vs. present) and the service performance level (low vs. high) were the manipulated factors. The results show that employee display of burnout had a negative impact on customer satisfaction, that this effect was mediated by customers’ appraisals of the employee's emotional state, and that the effect was stronger under the condition of low service performance.

Keywords: Service encounters; Emotional display behaviors; Employee burnout; Employee happiness; Service performance; Customer satisfaction (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:37:y:2017:i:c:p:168-176

DOI: 10.1016/j.jretconser.2016.10.014

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