The effects of employee behaviours on customer participation in the service encounter The mediating role of customer emotions

摘要

Purpose There is considerable research examining the consequences and contingency factors of customer participation in the service encounter. In comparison, there is disproportionately less research examining the antecedents of customer participation. This paper aims to propose and test an appraisal-emotive framework of the effects of front-line employees' in-role and extra-role behaviours on customer participation.