Despite recognition of the importance of the retail environment to customer experience, relatively little systematic research considers how social environmental cues might affect this experience. Two experimental studies test the relationship between salesperson ability to read customer
affect and perceived service quality between two samples of student participants. Consistent with the hypotheses, when a salesperson demonstrates an ability to read customer affect, customers perceive higher service quality (Study 1). Interestingly, it seems these effects hold only for customers
who interact with the salesperson and not for those who observe an interaction between a salesperson and another customer (Study 2). For each study, participants imagined they were customers and judged scenarios that depicted a salesperson demonstrating ability or inability to read non-verbal
cues to customer affect.
No Reference information available - sign in for access.
No Citation information available - sign in for access.
No Supplementary Data.
No Article Media
Document Type: Research Article
Oxford University, UK
Franklin and Marshall College, Pennsylvania, USA
Quinnipac University, Connecticut, USA
Bentley College, Massachusetts, USA
Brandeis University, Massachusetts, USA
Publication date: 2013-02-01
More about this publication?