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Service Business

, Volume 13, Issue 1, pp 153–169 | Cite as

The effect of customer social status and dissatisfaction on service performance

  • Dana YagilEmail author
  • Hana Medler-Liraz
Empirical article
  • 235 Downloads

Abstract

Two studies were conducted to test the impact of customer dissatisfaction and social status on service performance. Study 1 was a scenarios study showing that the negative impact of customer dissatisfaction on self-esteem was stronger for high-status customers compared to low-status customers. Study 2 was a field experiment involving 50 telephone service interactions with retail clothing store employees. Results show that the negative impact of dissatisfaction on civility was stronger for high-status customers compared with low-status customers. The results highlight the gap between organizational policies regarding the management of customer dissatisfaction and front-line employees’ actual reactions to informal expressions of dissatisfaction, as well as the impact of social status on the quality of service provided to customers.

Keywords

Customer satisfaction Social status Feedback Service performance Civility 

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Copyright information

© Springer-Verlag GmbH Germany, part of Springer Nature 2018

Authors and Affiliations

  1. 1.Department of Human ServicesUniversity of HaifaHaifaIsrael
  2. 2.School of Management and EconomicsAcademic College of Tel-Aviv-YaffoTel AvivIsrael

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