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Impact Of Customer Crowding On Frontline Service Employees: Theoretical And Empirical Implications, Anita H. Whiting
Impact Of Customer Crowding On Frontline Service Employees: Theoretical And Empirical Implications, Anita H. Whiting
Marketing Dissertations
This study investigates the impact of crowding on frontline service employees. In particular, this study examines how customer crowding affects frontline service employees’ stress, emotions, job performance, and displayed emotions. This study pioneers a new avenue by investigating employee (as opposed to consumer) reactions to customer crowding and addressing the gap in the literature on employees’ interaction with the physical environment. The underlying theoretical framework of the study is rooted in Lazarus’s (1966; 1991) model that links appraisal, emotional response, and coping in a sequential process. Applying theory to the context issue of customer crowding, the major constructs for this …
A Communication Based Perspective On Customer Relationship Management (Crm) Success, Alex Ricardo Zablah
A Communication Based Perspective On Customer Relationship Management (Crm) Success, Alex Ricardo Zablah
Marketing Dissertations
Although little empirical evidence exists to support this contention, the extant literature suggests that firms can potentially achieve two types of benefits from developing a CRM orientation: (1) increased efficiency in the allocation of resources destined for relationship building and maintenance activities, and (2) enhanced exchange relationship outcomes through the provision of superior customer value (Zablah, Bellenger, and Johnston 2004). This effort focused on the latter of these purported benefits and sought to answer the following two fundamental questions: (1) does a CRM orientation influence the outcome of customer-provider relationships and, if so, how; and (2) does CRM technology have …