The facilitating dynamic of customer-employee satisfaction: contributions from the person-centred approach to service encounters

Andrés Chinchilla, César J. Sepúlveda and Sergio Madero

International Journal of Services and Operations Management, 2019, vol. 32, issue 3, 339-361

Abstract: Given that the quality of the service experience is constructed in the interaction between the customer and the employee, gaining insights on customer-employee satisfaction in service encounters is relevant to advance the knowledge of the service experience area of research. Building on this perspective, the present study aimed to identify a model of the facilitating dynamic of customer-employee satisfaction in service encounters. A qualitative instrumental case study was developed from 15 cases of different contexts in order to identify common patterns and propose a theoretical model. The findings indicate that the attitudes from the person-centred approach of the humanistic branch of psychology - empathy, acceptance, and authenticity - facilitate the satisfaction of both the customer and the employee in service encounters; foregoing conditions of these facilitative dynamic and specific impacts on customer-employee satisfaction were also identified.

Keywords: service encounters; person-centred approach; service experience; service attitudes; instrumental case study. (search for similar items in EconPapers)
Date: 2019
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=98354 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:32:y:2019:i:3:p:339-361

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().