Do switching costs buffer the effects of pre-recovery negative emotions on customers’ personal interaction with employees?

Ioannis Assiouras ()
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Ioannis Assiouras: UR CONFLUENCE : Sciences et Humanités (EA 1598) - UCLy - UCLy (Lyon Catholic University), ESDES - ESDES, Lyon Business School - UCLy - UCLy - UCLy (Lyon Catholic University)

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Abstract: This study aims to investigate the impact of customer pre-recovery negative emotions on personal interaction (e.g. friendliness, kindness, politeness and courteousness) between customers and employees during service recovery. The moderating role of switching costs on the aforementioned relationship is examined to test two competing theories (interdependence theory vs self-determination theory).

Keywords: Personal Interaction; Courtesy; Politeness; Kindness; Friendliness; Switching Costs; Pre-recovery Negative Emotions; Politesse; Gentillesse; Amabilité; Coûts du changement; Émotions négatives avant le rétablissement; Interaction personnelle; Courtoisie (search for similar items in EconPapers)
Date: 2025-05
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Published in European Business Review, 2025, 37 (5), pp.794-809. ⟨10.1108/EBR-12-2024-0402⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05451355

DOI: 10.1108/EBR-12-2024-0402

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