IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v75y2017icp67-76.html
   My bibliography  Save this article

The impact of virtual mirroring on customer satisfaction

Author

Listed:
  • Gloor, Peter
  • Fronzetti Colladon, Andrea
  • Giacomelli, Gianni
  • Saran, Tejasvita
  • Grippa, Francesca

Abstract

We investigate the impact of a novel method called “virtual mirroring” to promote employee self-reflection and impact customer satisfaction. The method is based on measuring communication patterns, through social network and semantic analysis, and mirroring them back to the individual. Our goal is to demonstrate that self-reflection can trigger a change in communication behaviors, which lead to increased customer satisfaction. We illustrate and test our approach analyzing e-mails of a large global services company by comparing changes in customer satisfaction associated with team leaders exposed to virtual mirroring (the experimental group). We find an increase in customer satisfaction in the experimental group and a decrease in the control group (team leaders not involved in the virtual mirroring process). With regard to the individual communication indicators, we find that customer satisfaction is higher when employees are more responsive, use a simpler language, are embedded in less centralized communication networks, and show more stable leadership patterns.

Suggested Citation

  • Gloor, Peter & Fronzetti Colladon, Andrea & Giacomelli, Gianni & Saran, Tejasvita & Grippa, Francesca, 2017. "The impact of virtual mirroring on customer satisfaction," Journal of Business Research, Elsevier, vol. 75(C), pages 67-76.
    • Handle: RePEc:eee:jbrese:v:75:y:2017:i:c:p:67-76
    DOI: 10.1016/j.jbusres.2017.02.010
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296317300577
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2017.02.010?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Bock, Dora E. & Mangus, Stephanie M. & Folse, Judith Anne Garretson, 2016. "The road to customer loyalty paved with service customization," Journal of Business Research, Elsevier, vol. 69(10), pages 3923-3932.
    2. Alex (Sandy) Pentland, 2008. "Honest Signals: How They Shape Our World," MIT Press Books, The MIT Press, edition 1, volume 1, number 0262162563, April.
    3. Malhotra, Neeru & Ackfeldt, Anna-Lena, 2016. "Internal communication and prosocial service behaviors of front-line employees: Investigating mediating mechanisms," Journal of Business Research, Elsevier, vol. 69(10), pages 4132-4139.
    4. Torres, Anna & Tribó, Josep A., 2011. "Customer satisfaction and brand equity," Journal of Business Research, Elsevier, vol. 64(10), pages 1089-1096, October.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Gloor, Peter A. & Fronzetti Colladon, Andrea & Grippa, Francesca, 2020. "The digital footprint of innovators: Using email to detect the most creative people in your organization," Journal of Business Research, Elsevier, vol. 114(C), pages 254-264.
    2. von Janda, Sergej & Polthier, Andreas & Kuester, Sabine, 2021. "Do they see the signs? Organizational response behavior to customer complaint messages," Journal of Business Research, Elsevier, vol. 137(C), pages 116-127.
    3. Doris Chenguang Wu & Shiteng Zhong & Richard T R Qiu & Ji Wu, 2022. "Are customer reviews just reviews? Hotel forecasting using sentiment analysis," Tourism Economics, , vol. 28(3), pages 795-816, May.
    4. Baehre, Sven & O'Dwyer, Michele & O'Malley, Lisa & Story, Vicky M, 2022. "Customer mindset metrics: A systematic evaluation of the net promoter score (NPS) vs. alternative calculation methods," Journal of Business Research, Elsevier, vol. 149(C), pages 353-362.
    5. Andrea Fronzetti Colladon & Ciriaco Andrea D’Angelo & Peter A. Gloor, 2020. "Predicting the future success of scientific publications through social network and semantic analysis," Scientometrics, Springer;Akadémiai Kiadó, vol. 124(1), pages 357-377, July.
    6. A Fronzetti Colladon & B Guardabascio & R Innarella, 2021. "Using social network and semantic analysis to analyze online travel forums and forecast tourism demand," Papers 2105.07727, arXiv.org.
    7. Jannik Roessler & Peter A. Gloor, 2021. "Measuring happiness increases happiness," Journal of Computational Social Science, Springer, vol. 4(1), pages 123-146, May.
    8. Fronzetti Colladon, Andrea & Toschi, Laura & Ughetto, Elisa & Greco, Francesca, 2023. "The language and social behavior of innovators," Journal of Business Research, Elsevier, vol. 154(C).
    9. Barchiesi, Maria Assunta & Fronzetti Colladon, Andrea, 2021. "Big data and big values: When companies need to rethink themselves," Journal of Business Research, Elsevier, vol. 129(C), pages 714-722.
    10. Laith Walid Fatafta & Shaker Habis Nawafleh & Heba Eid Al Darwaish, 2019. "Reviewing the Mediating Role of Quality Management Capabilities on the Effect of Information Technology on Organizational Performance," Journal of Business & Management (COES&RJ-JBM), , vol. 7(3), pages 234-251, July.
    11. Beth Porter & Francesca Grippa, 2020. "A Platform for AI-Enabled Real-Time Feedback to Promote Digital Collaboration," Sustainability, MDPI, vol. 12(24), pages 1-13, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Prashant Das & Alan Ziobrowski, 2015. "The Relationship between Indian Realty Stocks and Online Searches," Journal of Emerging Market Finance, Institute for Financial Management and Research, vol. 14(1), pages 1-19, April.
    2. Suh, Yongyoon & Kim, Moon-Soo, 2014. "Internationally leading SMEs vs. internationalized SMEs: Evidence of success factors from South Korea," International Business Review, Elsevier, vol. 23(1), pages 115-129.
    3. Weng Marc Lim & Nishtha Malik & Sahil Gupta & Himanshu Rai, 2024. "Harnessing brand authenticity to promote prosocial service behavior," Journal of Brand Management, Palgrave Macmillan, vol. 31(4), pages 449-468, July.
    4. Monti, Marco & Pelligra, Vittorio & Martignon, Laura & Berg, Nathan, 2014. "Retail investors and financial advisors: New evidence on trust and advice taking heuristics," Journal of Business Research, Elsevier, vol. 67(8), pages 1749-1757.
    5. Li, Chia-Ying & Zhang, Jin-Ting, 2023. "Chatbots or me? Consumers’ switching between human agents and conversational agents," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    6. Casenave, Eric & Klarmann, Martin, 2020. "The accountability paradox: How holding marketers accountable hinders alignment with short-term marketing goals," Journal of Business Research, Elsevier, vol. 112(C), pages 95-108.
    7. Sandra Pauser & Udo Wagner, 2019. "A wearable sales assistant: capturing dynamic nonverbal communication behaviors using sensor technology," Marketing Letters, Springer, vol. 30(1), pages 13-25, March.
    8. Marta Dapena-Baron & Thomas W. Gruen & Lin Guo, 2020. "Heart, head, and hand: a tripartite conceptualization, operationalization, and examination of brand loyalty," Journal of Brand Management, Palgrave Macmillan, vol. 27(3), pages 355-375, May.
    9. Erkin Altuntas & Peter A. Gloor & Pascal Budner, 2022. "Measuring Ethical Values with AI for Better Teamwork," Future Internet, MDPI, vol. 14(5), pages 1-28, April.
    10. Andrea Moretta Tartaglione & Ylenia Cavacece & Giuseppe Russo & Giuseppe Granata, 2019. "A Systematic Mapping Study on Customer Loyalty and Brand Management," Administrative Sciences, MDPI, vol. 9(1), pages 1-21, January.
    11. Scholdra, Thomas P. & Wichmann, Julian R.K. & Reinartz, Werner J., 2023. "Reimagining personalization in the physical store," Journal of Retailing, Elsevier, vol. 99(4), pages 563-579.
    12. Darcy W. E. Allen & Jason Potts & Julian Waters-Lynch & Max Parasol, 2024. "Costly Signalling in DAOs," Papers 2406.18457, arXiv.org.
    13. Gerrit Antonides & Lies Hovestadt, 2021. "Product Attributes, Evaluability, and Consumer Satisfaction," Sustainability, MDPI, vol. 13(22), pages 1-20, November.
    14. Lin, Chiu Hui & Wu, Chih-Wen & Cheng, Yi-Han, 2015. "The empirical study of consumers' loyalty for display technology," Journal of Business Research, Elsevier, vol. 68(11), pages 2260-2265.
    15. C. E. Jager, 2017. "A Question of Trust: the Pursuit of Consumer Trust in the Financial Sector by Means of EU Legislation," Journal of Consumer Policy, Springer, vol. 40(1), pages 25-49, March.
    16. Chao Miao & Michael J. Barone & Shanshan Qian & Ronald H. Humphrey, 2019. "Emotional intelligence and service quality: a meta-analysis with initial evidence on cross-cultural factors and future research directions," Marketing Letters, Springer, vol. 30(3), pages 335-347, December.
    17. Kilian, Karsten & Müller, Michael, 2016. "Markencontrolling: Markenerfolg messbar machen," PraxisWISSEN Marketing: German Journal of Marketing, AfM – Arbeitsgemeinschaft für Marketing, vol. 1(01/2016), pages 1-21.
    18. Strauss, Hubert & Samkharadze, Besik, 2011. "ICT capital and productivity growth," EIB Papers 6/2011, European Investment Bank, Economics Department.
    19. Yusliza M-Y & Choo Poh Wai & Jayaraman K. & Rimi Nadia Newaz & Muhammad Zikri, 2019. "HR Line Manager’s Reflections on HRM Effectiveness through HR Roles and Role Stressors," South East European Journal of Economics and Business, Sciendo, vol. 14(1), pages 34-48, June.
    20. Anna Kacprzak & Aneta Chrzaszcz, 2023. "Communication in Multigenerational Project Teams During the Covid-19 Pandemic: The Perspective of Team Members," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 3-22.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:75:y:2017:i:c:p:67-76. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.