IDEAS home Printed from https://ideas.repec.org/a/rai/mamere/doi_10.1688-1861-9908_mrev_2007_01_giardini.html
   My bibliography  Save this article

Affective Complementarity in Service Encounters

Author

Listed:
  • Angelo Giardini

    (Justus-Liebig-University Giessen)

  • Michael Frese

    (Justus-Liebig-University Giessen)

Abstract

Face-to-face interactions are a crucial part of services. However, research that investigates the dynamics of service encounters is still rare. In this study we used a theoretical framework that aligned the concept of interpersonal complementarity with Mehrabian and Russell?s (1974) three-dimensional model of affect. We hypothesized that there are positive relationships between employees? and customers? affective experience of pleasantness and arousal (correspondence rule) and a negative relationship between the interactants? experience of power (reciprocity rule). Furthermore, we explored the role of gender combination in service encounters. We tested our hypotheses with a sample of 29 service employees and 345 service encounters. Using hierarchical linear modeling (HLM), our hypotheses were confirmed. Furthermore, we found that the relationship between employee and customer arousal was affected by the gender combination.

Suggested Citation

  • Angelo Giardini & Michael Frese, 2007. "Affective Complementarity in Service Encounters," management revue. Socio-economic Studies, Rainer Hampp Verlag, vol. 18(1), pages 75-87.
    • Handle: RePEc:rai:mamere:doi_10.1688/1861-9908_mrev_2007_01_giardini
    as

    Download full text from publisher

    File URL: http://www.hampp-verlag.de/hampp_e-journals_mrev.htm#107
    Download Restriction: no
    ---><---

    Other versions of this item:

    More about this item

    Keywords

    Emotions; Service; Social Interaction;
    All these keywords.

    JEL classification:

    • F23 - International Economics - - International Factor Movements and International Business - - - Multinational Firms; International Business
    • J53 - Labor and Demographic Economics - - Labor-Management Relations, Trade Unions, and Collective Bargaining - - - Labor-Management Relations; Industrial Jurisprudence
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

    Statistics

    Access and download statistics

    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:rai:mamere:doi_10.1688/1861-9908_mrev_2007_01_giardini. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Rainer Hampp (email available below). General contact details of provider: http://www.hampp-verlag.de/ .

    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.