Abstract
This research examines how service agents’ experience of ostracism from different sources at work (supervisor versus coworker) influences customers’ perceived control and relational value in coproduction. Results from a laboratory experiment and a survey show that (1) supervisor exclusion threatens service agents’ efficacy needs. The service agents fortify the threatened efficacy needs in their service coproduction with customers, which in turn decreases customers’ perceived control value; (2) coworker exclusion threatens employees’ relational needs. The service agents try to fill the void by building relationship with customers in the coproduction, which in turn increases customers’ perceived relational value.
| Original language | English |
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| Title of host publication | European Marketing Academy Conference (EMAC) 2015 |
| Subtitle of host publication | Collaboration in Research |
| Place of Publication | Leuven, Belgium |
| Publisher | The European Marketing Academy |
| Pages | 144 |
| Number of pages | 1 |
| ISBN (Print) | 9789082383300 |
| Publication status | Published - May 2015 |
| Event | EMAC 2015: 44th European Marketing Academy Annual Conference - Collaboration in Research - Leuven, Belgium Duration: 26 May 2015 → 29 May 2015 http://emac2015.emac-online.org/kuleuvencongres.be/EMAC2015/index.html (Conference website) https://kuleuvencongres.be/EMAC2015/w/files/program/ (Conference proceedings) http://emac2015.emac-online.org/kuleuvencongres.be/EMAC2015.html |
Publication series
| Name | Proceedings of the European Marketing Academy |
|---|---|
| Publisher | European Marketing Academy |
| ISSN (Electronic) | 2709-1589 |
Conference
| Conference | EMAC 2015: 44th European Marketing Academy Annual Conference - Collaboration in Research |
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| Country/Territory | Belgium |
| City | Leuven |
| Period | 26/05/15 → 29/05/15 |
| Internet address |