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dc.contributor.authorFatima, J.
dc.contributor.authorSharma, Piyush
dc.contributor.authorDi Mascio, R.
dc.date.accessioned2019-10-11T04:24:55Z
dc.date.available2019-10-11T04:24:55Z
dc.date.issued2020
dc.identifier.citationFatima, J.K. and Sharma, P. and Di Mascio, R. 2020. Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness. Journal of Retailing and Consumer Services. 53: 101967.
dc.identifier.urihttp://hdl.handle.net/20.500.11937/76536
dc.description.abstract

Past research mostly ignores the link between customers' purchase orientations and their engagement with frontline service employees. This paper addresses this gap by using socio-emotional selectivity theory to investigate the effects of customers’ self-indulgence/control on their rapport building efforts with frontline service employees and on their own happiness. It also explores the moderating effects of age, gender and shopping day on the impact of self-indulgence/control on happiness. Data from 252 Australian customers shows that self-control has no significant influence on rapport or happiness while rapport and self-indulgence positively affect happiness. Finally, all the moderating effects only find partial support.

dc.publisherElsevier
dc.titleDemystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness
dc.typeJournal Article
dcterms.source.issn0969-6989
dcterms.source.titleJournal of Retailing and Consumer Services
dc.date.updated2019-10-11T04:24:55Z
curtin.departmentSchool of Marketing
curtin.accessStatusFulltext not available
curtin.facultyFaculty of Business and Law
curtin.contributor.orcidSharma, Piyush [0000-0002-6953-3652]
curtin.contributor.researcheridSharma, Piyush [D-3562-2012]
curtin.contributor.scopusauthoridSharma, Piyush [26434453900]
dc.date.embargoEnd2022-10-22


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