Walk A Mile in Their Shoes
Perspective-Taking as an Intervention for Difficult Customer Interactions
Bibliographic Data
| ID | 21652592 |
|---|---|
| Authors | Lindsey Lee (0000-0002-2065-8913, Temple University, corresponding author) |
| Year | 2022 |
| Volume | 46 |
| Issue | 2 |
| Pages | 296-319 |
| Publication date | 2022-02-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Hospitality & Tourism Research (JOURNAL) |
| Journal identifiers | ISSN: 1096-3480 • E-ISSN: 1557-7554 |
| Publisher | SAGE Publications (PUBLISHER • US) |
| DOI | 10.1177/1096348020986840 |
| OpenAlex | W3118298445 |
| Language | EN |
| Citations received | 3 |
| References cited | 49 |
An important gap in the customer mistreatment literature is understanding how employees’ affective reactions can be modified to decrease negative affective reactions. The current study draws from affective events theory to examine how customer-focused perspective-taking, or employees taking the customer’s point of view, can modify employees’ affective reactions to customer mistreatment. Withholding customer compensation was examined as an outcome of customer-focused perspective-taking, and anger and empathy were examined as mediators. A two-group (customer-focused perspective-taking: yes or no) experimental design examined the between-subjects effect of customer-focused perspective-taking among 128 frontline managers. The results indicate mediation of anger and empathy between perspective-taking and customer compensation, supporting customer-focused perspective-taking as an intervention to help employees maximize service delivery. The most important theoretical contribution of the article is showing that by interrupting the affective events theory process at a within-person level, affective reactions and episodic performance can be modified when reacting to customer mistreatment
Anger · Business · Customer delight · Customer retention · Customer satisfaction · Empathy · Mediation · Perspective-taking · Service quality · Sociology · Computer Science · Emotions and Moral Behavior · Psychology · Psychology of Social Influence · Social Psychology · Workplace Violence and Bullying · Marketing
Structural Equation Modeling With Amos, EQS, and Lisrel
The promise and perversity of perspective-taking in organizations
When Asking “Why” Does Not Hurt Distinguishing Rumination From Reflective Processing of Negative Emotions
The Service Encounter
Hostility, job attitudes, and workplace deviance
The Panas-X
An Episodic Process Model of Affective Influences on Performance.
Affective Events and the Development of Leader-Member Exchange
Daily Customer Mistreatment and Employee Sabotage Against Customers
The empathic brain
The Effects of Cognitive and Affective Perspective Taking on Empathic Concern and Altruistic Helping
Empathy, Attitudes, and Action
A hot/cool-system analysis of delay of gratification
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Perspective‐Taking as a Strategy for Improving Intergroup Relations
Panas positive activation is associated with anger
Explanation of the relation between negative mood and helping
| Citations per year | 1.5 |
|---|---|
| Citation span | 2024 - 2026 (3) |
| Highly cited | No |