Linking Employees' Extra-Role Efforts to Customer Satisfaction

Presence Versus Absence of Complaints

Bibliographic Data

ID5338562
AuthorsVicente Martínez-Tur (0000-0002-6388-569X, Universitat de València), Yolanda Estreder (0000-0003-4480-4724, Universitat de València), Carolina Moliner (0000-0002-2265-8028, Universitat de València), Esther García-Buades, M Esther García-Buades (0000-0001-8596-1481, Universitat de les Illes Balears), José Ramos (0000-0003-2792-9226, Universitat de València), José María Peiró Silla (0000-0001-5293-0355, Universitat de València), José Ma Peiró
Year2017
Volume48
Issue2
Pages104-112
Publication date2017-03-01
Peer ReviewedYes
Open AccessNo
TypeARTICLE
VenueSocial Psychology (JOURNAL)
Journal identifiersISSN: 1864-9335 • E-ISSN: 2151-2590
PublisherHogrefe Publishing Group (PUBLISHER)
DOI10.1027/1864-9335/a000301
OpenAlexW2609299726
LanguageEN
Citations received1
References cited36

Our main goal was to test the moderating role of customer complaints ("presence" vs. "absence") in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, reciprocity, generous behavior, and characteristics of service encounters between employees and customers

Advertising · Business · Compensation (psychology) · Customer retention · Customer satisfaction · Intellectual disability · Reciprocity (cultural anthropology) · Service (business) · Service quality · Test (biology) · Customer Service Quality and Loyalty · Elder Abuse and Neglect · Marketing · Psychology · Sharing Economy and Platforms · Social Psychology

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