000129719 001__ 129719
000129719 005__ 20240109145019.0
000129719 0247_ $$2doi$$a10.1016/j.jretconser.2019.101905
000129719 0248_ $$2sideral$$a114728
000129719 037__ $$aART-2020-114728
000129719 041__ $$aeng
000129719 100__ $$0(orcid)0000-0002-8798-3294$$aLucia-Palacios, Laura$$uUniversidad de Zaragoza
000129719 245__ $$aHow situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store
000129719 260__ $$c2020
000129719 5060_ $$aAccess copy available to the general public$$fUnrestricted
000129719 5203_ $$aThis article aims to analyze whether the effectiveness of frontline employees'' competences (task and interaction) at managing customer satisfaction with the store differ depending on situational circumstances, specifically, on type of query (consultation vs. assistance) and store crowding. A qualitative study was used to investigate the importance of these two situational circumstances in sales encounters. Subsequently, the hypotheses were tested by a quantitative study based on a survey of 575 customers about their shopping experience. The findings indicate that the effect of frontline employees’ task competence on customer satisfaction increases when the store is crowded, while the effect of interaction competence is stronger in relation to consultation queries than to assistance queries. Important theoretical and practical implications for frontline employees and store managers are outlined.
000129719 536__ $$9info:eu-repo/grantAgreement/ES/MICINN-FEDER/ECO2017-83993-P$$9info:eu-repo/grantAgreement/ES/MINECO/ECO2014-54760
000129719 540__ $$9info:eu-repo/semantics/openAccess$$aby-nc-nd$$uhttp://creativecommons.org/licenses/by-nc-nd/3.0/es/
000129719 590__ $$a7.135$$b2020
000129719 591__ $$aBUSINESS$$b32 / 153 = 0.209$$c2020$$dQ1$$eT1
000129719 592__ $$a1.568$$b2020
000129719 593__ $$aMarketing$$c2020$$dQ1
000129719 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion
000129719 700__ $$0(orcid)0000-0001-6441-2504$$aPérez-López, Raúl$$uUniversidad de Zaragoza
000129719 700__ $$0(orcid)0000-0002-3119-5838$$aPolo-Redondo, Yolanda$$uUniversidad de Zaragoza
000129719 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000129719 773__ $$g52 (2020), 101905 [11 pp.]$$pJ. retail. consum. serv.$$tJournal of Retailing and Consumer Services$$x0969-6989
000129719 8564_ $$s369479$$uhttps://zaguan.unizar.es/record/129719/files/texto_completo.pdf$$yPostprint
000129719 8564_ $$s568848$$uhttps://zaguan.unizar.es/record/129719/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint
000129719 909CO $$ooai:zaguan.unizar.es:129719$$particulos$$pdriver
000129719 951__ $$a2024-01-09-13:08:25
000129719 980__ $$aARTICLE