Details

Autor(en) / Beteiligte

• Kang, Christine
• Wooten, David B.

Titel

The Presenter’s Paradox in customer service interactions

Ist Teil von

• Journal of business research, 2020-11, Vol.120, p.94-102

Ort / Verlag

Elsevier Inc

Erscheinungsjahr

2020

Quelle

Access via ScienceDirect (Elsevier)

Beschreibungen/Notizen

• This study examines the Presenter’s Paradox in the context of customer–server interactions. Our findings from four studies suggest that, in response to service predicaments, restaurant servers frequently exhibit two tendencies that are misaligned with the preferences of their customers: they offer uninformative explanations to avoid revealing information that conveys an unfavorable impression, and they manage impressions on behalf of coworkers that cause service predicaments. These efforts lead to behaviors that do not satisfy the information needs of customers and result in less favorable financial outcomes (e.g., lower tips) for servers. This study contributes to the knowledge on impression management and customer service interactions.