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A Review, Synthesis, and Research Agenda for the Customer Service Experience Authors: Groth, M., Wu, Y., Nguyen, H., & Johnson, A

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A Review, Synthesis, and Research Agenda for the Customer Service Experience Authors: Groth, M., Wu, Y., Nguyen, H., & Johnson, A A Review, Synthesis, and Research Agenda for the Customer Service Experience, and An Investigation of Customer Mistreatment Dimensions Yu Wu A thesis submitted in partial fulfilment of the requirements of the degree of Master of Philosophy UNSW Business School School of Management February 2019 1 THE UNIVERSITY OF NEW SOUTH WALES THESIS/DISSERTATION SHEET Surname/Family Name: Wu Given Name/s Yu Abbreviation fordegree as given in the University M.Phil. calendar Faculty UNSW Business School School School of Management Thesis Title Abstract 350 words maximum: In this thesis, two studies are presented focusing on customer service between service employees and customers. In Study I, 18 years of customer service literature published in key service research outlets since 2000 was reviewed. Specifically,a review and synthesis of key theoretical perspectives and empirical findingswere completed for three research areas: (a) affect in customer service, including emotional labor and emotional contagion processes; (b) customer mistreatment; (c) customer service behaviors, including customer orientation and service-oriented citizenship behaviors. The culmination was a critical assessment of the 18 years literature and concluded a discussion of future research agendas and practical implications forservice managers. Study 2 was an experimental study focusing on the effect of different facets of customer mistreatment on service employee's well-being and work behavior. Previous research studies have examined customer mistreatment as a fairly broad and global construct, which does not capture the multidimensionality of customer mistreatment. To extend our understanding about the effects of customer mistreatment, Study 2 examined the effect of two customer mistreatment facets, intensity of customer mistreatment and target of customer mistreatment, on service employees' feeling of emotional exhaustion and desire for revenge. Video-based methods were used to manipulate intensity and target of customer mistreatment. 220 undergraduates from an Australian university participated the study in exchange for course credits. Data analysis results showed that the relationship between different facetsof customer mistreatment and service employee's feelings of emotional exhaustion and desire for revenge is mediated by service employee's negative emotions. Besides, when the intensity of customer mistreatment is high, the mediated relationship between customer mistreatment and its consequences on service employee's feelings of emotional exhaustions and desire forrevenge is more salient. When the customer mistreatment is employee-targeted, the mediated relationship between customer mistreatment and its consequences on service employee's feelings of emotional exhaustions and customer mistreatment is more salient. Finally, theoretical contributions and practical implications were discussed. This thesis adopted positivist approach with journal article-based thesis fonnat. Declaration relating to disposition of project thesis/dissertation I hereby grant to the University of New South Wales or its agents the right to archive and to make available my thesis or dissertation in whole or in part in the University libraries in all forms of media, now or here afterknown, subject to the provisions of the Copyright Act 1968. I retain al I property rights, such as patent rights. I also retain the right to use in future works (such as articles or books) all or part of this thesis or dissertation. I also authorize University Microfilmsto use the 350-word abstract of my thesis in Dissertation Abstracts International this is a licable to doctoral theses onl . The University recognises that there may be exceptional circumstances requiring restrictions on copying or conditions on use. Requests for restriction for a period of up to 2 years must be made in writing. Requests for a longer period of restriction may be considered in exceptional circumstances and re uire the a roval of the Dean of Graduate Research. fOR OFFICE USE ONLY Date of completion of requirements for Award: 2 INCLUSION OF PUBLICATIONS STATEMENT UNSWis supportive of candidates publishing their research results during their candidature as detailed in the UNSWThesis Examination Procedure. Publications can be used in their thesis in lieu of a Chapter if: • The student contributed greater than 50% of the content in the publication and is the "primary author", ie. the student was responsible primarily forthe planning, execution and preparation of the work for publication • The student has approval to include the publication in their thesis in lieu of a Chapter from their supervisor and Postgraduate Coordinator. • The publication is not subject to any obligations or contractual agreements with a third party that would constrain its inclusion in the thesis Please indicate whether this thesis contains published material or not. Thisthesis contains no publications, either published or submitted for publication □ (ifthis box is checked, you may delete all the material on page 2) Some of the work descriqed in this thesis has been published and it has been documented in the relevant Chapters with acknowledgement (ifthis box is □ checked, you may delete all the material on page 2) Thisthesis has publications (either published or submitted for publication) incorporated into it in lieu of a chapter and the details are presented below CANDIDATE'S DECLARATION I declarethat: • I have complied with the Thesis Examination Procedure • where I have used a publication in lieu of a Chapter, the listed publication(s) below meet(s) the requirements to be included in the thesis. Name Date (dil/mm1}W) )-).(o)-/ ).of Postgraduate Coordinator's Declaration (to be filledin where publications are used in lieu of Chapters) I declare that: • the information below is accurate • where listed publication(s) have been used in lieu of Cha er(s), their use complies with the Thesis Examination Procedure • the minimum requirements for the formatof the thesis have been met. PGC'sName 6 For each publication incorporated into the thesis in lieu of a Chapter, provide all of the requested details and signatures required Details of publication #1: Full title: The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience Authors: Groth, M., Wu, Y., Nguyen, H., & Johnson, A. Journal or book name: Annual Review of Organizational Psychology and Organizational Behavior Volume/page numbers: 6/89-113 Date accepted/published: �ff/of/ ).Of f. Status Published V Accepted and In In progress A press (submitted) The Candidate's Contribution to the Work 1. The candidate wrote several major sections of this publication (Affect in customer service, including emotional labor and emotional contagion). 2. The candidate completed a comprehensive literature research and coding. 3. The candidate contributed to editing of the overall manuscript. Location of the work in the thesis and/or how the work is incorporated in the thesis: This publication provides anintegrative review andsynthesis of the literature with a focus on important andinterrelated aspects of customer service, including theoretical perspectives and empirical findings. Primary Supervisor's Declaration I declare that: • the informationabove is accurate • this has been discussed with the PGC and it is agreed that this publication canbe included in this thesis in lieu of a Chapter • All of the co-authors of the publication have reviewed the above information and have a�eed to its veracity by signing a 'Co-Author Authorisation form. Date (ddlmm/�) 2.1-2:_-1.d}I 7 ORIGINALITY STATEMENT ‘I hereby declare that this submission is my own work and to the best of my knowledge it contains no materials previously published or written by another person, or substantial proportions of material which have been accepted for the award of any other degree or diploma at UNSW or any other educational institution, except where due acknowledgement is made in the thesis. Any contribution made to the research by others, with whom I have worked at UNSW or elsewhere, is explicitly acknowledged in the thesis. I also declare that the intellectual content of this thesis is the product of my own work, except to the extent that assistance from others in the project's design and conception or in style, presentation and linguistic expression is acknowledged.’ Signed …………………………………………….............. Date …………………………………………….............. COPYRIGHT STATEMENT ‘I hereby grant the University of New South Wales or its agents the right to archive and to make available my thesis or dissertation in whole or part in the University libraries in all forms of media, now or here after known, subject to the provisions of the Copyright Act 1968. I retain all proprietary rights, such as patent rights. I also retain the right to use in future works (such as articles or books) all or part of this thesis or dissertation. I also authorise University Microfilms to use the 350 word abstract of my thesis in Dissertation Abstract International (this is applicable to doctoral theses only). I have either used no substantial portions of copyright material in my thesis or I have obtained permission to use copyright material; where permission has not been granted I have applied/will apply for a partial restriction of the digital copy of my thesis or dissertation.' Signed ……………………………………………........................... Date ……………………………………………........................... AUTHENTICITY STATEMENT ‘I certify that the Library deposit digital copy is a direct
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