The influence of service employee characteristics on customer choice and post-choice satisfaction
Publication
, Journal Article
Sirianni, NJ; Castro-Nelson, I; Morales, AC; Fitzsimons, GJ
Published in: Advances in Consumer Research
December 1, 2009
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 Scholars
Published In
Advances in Consumer Research
ISSN
0098-9258
Publication Date
December 1, 2009
Volume
36
Start / End Page
966 / 968
Related Subject Headings
- 1701 Psychology
- 1505 Marketing
Citation
APA
Chicago
ICMJE
MLA
NLM
Sirianni, N. J., Castro-Nelson, I., Morales, A. C., & Fitzsimons, G. J. (2009). The influence of service employee characteristics on customer choice and post-choice satisfaction. Advances in Consumer Research, 36, 966–968.
Sirianni, N. J., I. Castro-Nelson, A. C. Morales, and G. J. Fitzsimons. “The influence of service employee characteristics on customer choice and post-choice satisfaction.” Advances in Consumer Research 36 (December 1, 2009): 966–68.
Sirianni NJ, Castro-Nelson I, Morales AC, Fitzsimons GJ. The influence of service employee characteristics on customer choice and post-choice satisfaction. Advances in Consumer Research. 2009 Dec 1;36:966–8.
Sirianni, N. J., et al. “The influence of service employee characteristics on customer choice and post-choice satisfaction.” Advances in Consumer Research, vol. 36, Dec. 2009, pp. 966–68.
Sirianni NJ, Castro-Nelson I, Morales AC, Fitzsimons GJ. The influence of service employee characteristics on customer choice and post-choice satisfaction. Advances in Consumer Research. 2009 Dec 1;36:966–968.
Published In
Advances in Consumer Research
ISSN
0098-9258
Publication Date
December 1, 2009
Volume
36
Start / End Page
966 / 968
Related Subject Headings
- 1701 Psychology
- 1505 Marketing