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https://doi.org/10.1177/10946705231194076
Title: | Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction | Authors: | Ashtar, Shelly Yom-Tov, Galit B Rafaeli, Anat Wirtz, Jochen |
Keywords: | Social Sciences Business Business & Economics service encounter affective displays customer satisfaction peak and end effect EMOTIONAL CONTAGION RETROSPECTIVE EVALUATIONS ORGANIZATIONAL-BEHAVIOR AFFECTIVE EXPERIENCES SERVICE INTERACTIONS AFFECTIVE DELIVERY TEXT ANALYSIS CONSEQUENCES ANTECEDENTS SMILE |
Issue Date: | 1-Jan-2023 | Publisher: | SAGE PUBLICATIONS INC | Citation: | Ashtar, Shelly, Yom-Tov, Galit B, Rafaeli, Anat, Wirtz, Jochen (2023-01-01). Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction. JOURNAL OF SERVICE RESEARCH. ScholarBank@NUS Repository. https://doi.org/10.1177/10946705231194076 | Abstract: | This study introduces affect-as-information theory to the service encounter, integrates it with the peak and end model of affect, and thereby shows that these dynamic customer and employee affective displays can be used to estimate post-encounter customer satisfaction. A large-scale dataset of 23,645 real-life text-based (i.e., chat) service encounters with a total of 301,280 genuine messages written by customers and employees were used to test our hypotheses. Automatic sentiment analysis was deployed to assess the affective displays of customers and employees in every individual text message as a service encounter unfolded. Our findings confirm that in addition to customers’ overall (mean) affective display, peak (i.e., highest positive or least negative), and end (final) affective displays explain customer satisfaction. Further, as customer displays may not fully capture their satisfaction process and employees understand the service quality they deliver, we propose and confirm that employee displayed affect explains further variance in customer satisfaction. We also find that the predictive power of affective displays is more pronounced in service failure than non-failure encounters. Together, these findings show that automatic monitoring beyond customer overall affect (i.e., adding customer peak and end, and employee affective displays) can expedite the evaluation of customer satisfaction. | Source Title: | JOURNAL OF SERVICE RESEARCH | URI: | https://scholarbank.nus.edu.sg/handle/10635/245208 | ISSN: | 1094-6705 1552-7379 |
DOI: | 10.1177/10946705231194076 |
Appears in Collections: | Staff Publications Elements |
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Ashtar et al, 2023, JSR, Affect as Information.pdf | Published version | 982.59 kB | Adobe PDF | OPEN | None | View/Download |
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