Abstract
This paper argues that customers can contribute to creating a positive and equally gratifying encounter for both parties in an interaction by engaging in specific behaviors directed towards the service personnel. Based on the assumption that the employee’s behavior during the service encounter can often come as a response to the customer’s prior behavior and therefore can be more reciprocal and reactive in nature, this paper examines customer supportive behavior as an antecedent to employees’ subsequent behavioral outcomes.
| Original language | English |
|---|---|
| Pages | 1-2 |
| Number of pages | 2 |
| Publication status | Published - Jun 2015 |
| Event | The 14th International Research Symposium on Service Excellence in Management - Shanghai, China Duration: 18 Jun 2015 → 21 Jun 2015 http://www.quis14.com |
Conference
| Conference | The 14th International Research Symposium on Service Excellence in Management |
|---|---|
| Abbreviated title | QUIS14 |
| Country/Territory | China |
| City | Shanghai |
| Period | 18/06/15 → 21/06/15 |
| Internet address |
Keywords
- service management
- co-creation
- service encounter
- customer behavior
- service employee behavior