Affective Complementarity in Service Encounters
Angelo Giardini () and
Michael Frese ()
Additional contact information
Angelo Giardini: Justus-Liebig-University Giessen
management revue. Socio-economic Studies, 2007, vol. 18, issue 1, 75-87
Face-to-face interactions are a crucial part of services. However, research that investigates the dynamics of service encounters is still rare. In this study we used a theoretical framework that aligned the concept of interpersonal complementarity with Mehrabian and Russell?s (1974) three-dimensional model of affect. We hypothesized that there are positive relationships between employees? and customers? affective experience of pleasantness and arousal (correspondence rule) and a negative relationship between the interactants? experience of power (reciprocity rule). Furthermore, we explored the role of gender combination in service encounters. We tested our hypotheses with a sample of 29 service employees and 345 service encounters. Using hierarchical linear modeling (HLM), our hypotheses were confirmed. Furthermore, we found that the relationship between employee and customer arousal was affected by the gender combination.
Keywords: Emotions; Service; Social Interaction (search for similar items in EconPapers)
JEL-codes: F23 J53 M10 (search for similar items in EconPapers)
References: Add references at CitEc
Citations: Track citations by RSS feed
Downloads: (external link)
Journal Article: Affective Complementarity in Service Encounters (2007)
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
Persistent link: https://EconPapers.repec.org/RePEc:rai:mamere:doi_10.1688/1861-9908_mrev_2007_01_giardini
Ordering information: This journal article can be ordered from
Rainer Hampp Verlag, Journals, Vorderer Lech 35, 86150 Augsburg, Germany. A subscripton is required to access pdf files. Pay per article is available at
Access Statistics for this article
management revue. Socio-economic Studies is currently edited by Matthias Baum, Ina Ehnert, Marcel Erlinghagen, Simon Fietze, Susanne Gretzinger, Wenzel Matiaske and Sylvia Rohlfer
More articles in management revue. Socio-economic Studies from Rainer Hampp Verlag
Bibliographic data for series maintained by Rainer Hampp ().