Bitte verwenden Sie diesen Link, um diese Publikation zu zitieren, oder auf sie als Internetquelle zu verweisen: https://hdl.handle.net/10419/78955 
Erscheinungsjahr: 
2007
Quellenangabe: 
[Journal:] Management Revue [ISSN:] 1861-9916 [Volume:] 18 [Issue:] 1 [Publisher:] Rainer Hampp Verlag [Place:] Mering [Year:] 2007 [Pages:] 75-87
Verlag: 
Rainer Hampp Verlag, Mering
Zusammenfassung: 
Face-to-face interactions are a crucial part of services. However, research that investigates the dynamics of service encounters is still rare. In this study we used a theoretical framework that aligned the concept of interpersonal complementarity with Mehrabian and Russell's (1974) three-dimensional model of affect. We hypothesized that there are positive relationships between employees' and customers' affective experience of pleasantness and arousal (correspondence rule) and a negative relationship between the interactants' experience of power (reciprocity rule). Furthermore, we explored the role of gender combination in service encounters. We tested our hypotheses with a sample of 29 service employees and 345 service encounters. Using hierarchical linear modeling (HLM), our hypotheses were confirmed. Furthermore, we found that the relationship between employee and customer arousal was affected by the gender combination.
Schlagwörter: 
emotions
service
social Interaction
Dokumentart: 
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