Using Regulatory Fit and Unfit to Adjust Front-line Service Providers’ Work Engagement When Facing Customer Feedbacks
Refereed conference paper presented and published in conference proceedings


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AbstractWith the widely use of the Internet, nowadays customers have much more channels to give positive or negative feedbacks to service providers (comment areas on official websites, third-party reviewing websites, social media, and etc.). Likewise, service providers have more opportunities to know how customers evaluate their service and the overall service quality of their firms. Due to the public impact of these channels, a growing number of service providing firms are following up these feedbacks as a signal of valuing guest opinions and ensuring service quality. While many studies have investigated how these feedbacks affect other guests’ behaviors and the firm’s actions, few have looked into how the front-line service providers are directly influenced, especially in terms of their work engagement – the construct measuring their devotion to work and highly related to their work overall performance, retention and customer satisfaction.

This paper proposes that front-line employee’s work engagement after reviewing customer feedback may be moderated by their regulatory fit (fit vs. non-fit) created by employee’s own regulatory focus (promotion or prevention focus) and the framing of service principles (the gain or non-loss framing) of the firm. That is, when facing the positive feedback, experiencing regulatory fit would make employee more engaged into subsequent work. When employees face negative feedback, however, regulatory unfit would mitigate their decreasing work engagement. Work affect would mediate the relationship between regulatory fit and engagement. A series of experiments is designed to examine these hypotheses. Its managerial implication will be discussed.
All Author(s) ListShannon X. Yi, Chloe Y. Qiu, Lisa C. Wan
Name of Conference39th Annual ISMS Marketing Science Conference
Start Date of Conference07/06/2017
End Date of Conference10/06/2017
Place of ConferenceLos Angeles
Country/Region of ConferenceUnited States of America
Year2017
Month6
LanguagesEnglish-United States

Last updated on 2018-20-01 at 19:57