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The effect of customer social status and dissatisfaction on service performance

Author

Listed:
  • Dana Yagil

    (University of Haifa)

  • Hana Medler-Liraz

    (Academic College of Tel-Aviv-Yaffo)

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.

Suggested Citation

  • Dana Yagil & Hana Medler-Liraz, 2019. "The effect of customer social status and dissatisfaction on service performance," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 153-169, March.
    • Handle: RePEc:spr:svcbiz:v:13:y:2019:i:1:d:10.1007_s11628-018-0375-8
    DOI: 10.1007/s11628-018-0375-8
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