The impact on customer satisfaction to contribute employee’s burnout in the customers’ reactions

This research examines the impact on customer satisfaction to contribute employee’s burnout in the customers’reactions. An experimental approach was used in contributing employee’s burnout (absent vs. present) and the service performance level (low vs. high) were the manipulated factors. Our findings offer further support of a general notion of emotional mediation identified in studies of the impact of employee behavior on customers’ overall evaluations. The results show that contribute employee’s burnout had a negative impact on customer satisfaction, that this effect was mediated by customers’ appraisals of the employee s emotional state, and that the effect was stronger under the condition of low service performance.

Keywords:

Service encounters , Emotional display behaviors , Employee burnout , Employee happiness , Service performance , Customer satisfaction