Ingratiation and Assertiveness in the Service Provider–Customer Dyad

Dana Yagil

53 citations0/0 files storedJournal of Service Research

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Customer Service Quality and Loyalty Emotional Labor in Professions Psychology of Social Influence

Abstract

This study examined influence tactics used in the service encounter in relation to organizational service climate, on one hand, and customer satisfaction with the quality of service, on the other. Questionnaires were administered to 115 service provider–customer dyads, and the data were analyzed with structural equation modeling. The results show that both the organizational service climate and the customer’s behavior affect the influence tactics employed by the service provider. The customer’s satisfaction with the quality of the service is increased by ingratiation and decreased by the assertive behavior of the service provider. The results are discussed with regard to the role of influence processes in the service encounter.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1981Culture's Consequences: International Differences in Work-Related Values 1989EQS : structural equations program manual 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1987Expression of Emotion as Part of the Work Role 1980Intraorganizational influence tactics: Explorations in getting one's way.1985Employee and customer perceptions of service in banks: Replication and extension.

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2007Impression Management and the Hospitality Service Encounter 2002The role of organizational service climate in generating control and empowerment among workers and customers 2002The relationship of customer satisfaction and service workers’ perceived control 2023‘I disdain the company of flatterers!’: How and when observed ingratiation predicts employees’ ostracism toward their ingratiating colleagues 2011The Contingency Effect of Service Employee Personalities on Service Climate

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