The effect of customer social status and dissatisfaction on service performance

Dana Yagil () and Hana Medler-Liraz ()
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Dana Yagil: University of Haifa
Hana Medler-Liraz: Academic College of Tel-Aviv-Yaffo

Service Business, 2019, vol. 13, issue 1, No 7, 153-169

Abstract: Abstract Two studies were conducted to test the impact of customer dissatisfaction and social status on service performance. Study 1 was a scenarios study showing that the negative impact of customer dissatisfaction on self-esteem was stronger for high-status customers compared to low-status customers. Study 2 was a field experiment involving 50 telephone service interactions with retail clothing store employees. Results show that the negative impact of dissatisfaction on civility was stronger for high-status customers compared with low-status customers. The results highlight the gap between organizational policies regarding the management of customer dissatisfaction and front-line employees’ actual reactions to informal expressions of dissatisfaction, as well as the impact of social status on the quality of service provided to customers.

Keywords: Customer satisfaction; Social status; Feedback; Service performance; Civility (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (6)

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DOI: 10.1007/s11628-018-0375-8

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