129719 20240109145019.0 doi 10.1016/j.jretconser.2019.101905 sideral 114728 ART-2020-114728 eng Lucia-Palacios, Laura Universidad de Zaragoza (orcid)0000-0002-8798-3294 How situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store 2020 This 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. Access copy available to the general public Unrestricted info:eu-repo/grantAgreement/ES/MICINN-FEDER/ECO2017-83993-P info:eu-repo/grantAgreement/ES/MINECO/ECO2014-54760 info:eu-repo/semantics/openAccess by-nc-nd http://creativecommons.org/licenses/by-nc-nd/3.0/es/ 7.135 2020 BUSINESS 32 / 153 = 0.209 2020 Q1 T1 1.568 2020 Marketing 2020 Q1 info:eu-repo/semantics/article info:eu-repo/semantics/acceptedVersion Pérez-López, Raúl Universidad de Zaragoza (orcid)0000-0001-6441-2504 Polo-Redondo, Yolanda Universidad de Zaragoza (orcid)0000-0002-3119-5838 4011 095 Universidad de Zaragoza Dpto. Direc.Mark.Inves.Mercad. Área Comerci.Investig.Mercados 52 (2020), 101905 [11 pp.] J. retail. consum. serv. Journal of Retailing and Consumer Services 0969-6989 369479 http://zaguan.unizar.es/record/129719/files/texto_completo.pdf Postprint 568848 http://zaguan.unizar.es/record/129719/files/texto_completo.jpg?subformat=icon icon Postprint oai:zaguan.unizar.es:129719 articulos driver 2024-01-09-13:08:25 ARTICLE