The influence of service employee characteristics on customer choice and post-choice satisfaction

Journal Article

Interaction with a frontline employee is common in most retail and service encounters in which customers are looking to make product and service choices. During these customer-employee interactions, customers are exposed to service employees' personal characteristics, such as their displayed creativity, which can influence consumer behavior. The proposed research seeks to develop an understanding of how service employee characteristics influence customer choice and post-choice satisfaction.

Duke Authors

Cited Authors

  • Sirianni, NJ; Castro-Nelson, I; Morales, AC; Fitzsimons, GJ

Published Date

  • December 1, 2009

Published In

Volume / Issue

  • 36 /

Start / End Page

  • 966 - 968

International Standard Serial Number (ISSN)

  • 0098-9258

Citation Source

  • Scopus