Oh my gosh, I got to get out of this place! A qualitative study of vicarious embarrassment in service encounters

Kilian Thomas; Steinmann Sascha; Hammes Eva

摘要

Abstract >Vicarious embarrassment is a negative emotion, which is experienced by an individual when others misbehave. People can feel vicariously embarrassed when observing other people's pratfalls or awkward appearance. For instance, vicarious embarrassment is elicited when watching reality TV or in service encounters where many other customers are present. However, the relevance of vicarious embarrassment in physical service environments has not yet been thoroughly analyzed in the context of service encounters. The objective of the present study is to close this research gap and to introduce the phenomenon of vicarious embarrassment to service research. The findings of 25 in‐depth interviews indicate that vicariously embarrassing incidents mostly occur in service encounters and that these incidents are triggered by the violation of social norms in both customer‐to‐customer and customer‐to‐employee interactions. The authors of the present paper identified closeness of relationship, the service context, and parties involved as important situational variables influencing vicarious embarrassment and further emotional, cognitive, and behavioral consequences for the observing person. From a managerial point of view, the relevance of vicarious embarrassment in physical service environments is caused by negative spillover effects of the service experience, which lead to decreasing customer satisfaction, negative word‐of‐mouth and purchase intentions, and a negative impact on the overall image of the service provider. </abstract> </span> <span class="z_kbtn z_kbtnclass hoverxs" style="display: none;">展开▼</span> </div> <div class="translation abstracttxt"> <span class="zhankaihshouqi fivelineshidden" id="abstract"> <span>机译：</span><abstract xmlns=”http://www.wiley.com/namespaces/wiley“type=“main”xml:lang=“en”><title type=“main”“>摘要>替代性尴尬是一种负面情绪，当其他人行为不当时，个人会经历这种情绪。人们在观察其他人的失态或尴尬外表时会感到替代性尴尬。例如，在观看真人秀或在服务中遇到许多其他客户时，会引发替代性尴尬。然而在实际服务环境中，替代性尴尬的影响尚未在服务遭遇的背景下得到彻底分析。本研究的目的是填补这一研究空白，并将替代尴尬现象引入服务研究。25次深度访谈的结果表明，替代性尴尬事件主要发生在服务遭遇中，这些事件是由违反客户与客户以及客户与员工互动中的社会规范引发的。本论文的作者将亲密关系、服务环境和相关方确定为重要的情境变量，影响替代性尴尬以及观察者的情绪、认知和行为后果。从管理的角度来看，在实际服务环境中，替代性尴尬的相关性是由服务体验的负面溢出效应引起的，这会导致客户满意度下降、负面口碑和购买意愿，以及对服务提供商的整体形象产生负面影响 </abstract> </span> <span class="z_kbtn z_kbtnclass hoverxs" style="display: none;">展开▼</span> </div> </div> <div class="record"> <h2 class="all_title" id="enpatent33" >著录项</h2> <ul> <li> <span class="lefttit">来源</span> <div style="width: 86%;vertical-align: text-top;display: inline-block;"> <a href='/journal-foreign-30111/'>《Psychology & marketing》</a> <b style="margin: 0 2px;">|</b><span>2018年第1期</span><b style="margin: 0 2px;">|</b><span>共17页</span> </div> </li> <li> <div class="author"> <span class="lefttit">作者</span> <p id="fAuthorthree" class="threelineshidden zhankaihshouqi"> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=Kilian Thomas&option=202" target="_blank" rel="nofollow">Kilian Thomas;</a> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=Steinmann Sascha&option=202" target="_blank" rel="nofollow">Steinmann Sascha;</a> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=Hammes Eva&option=202" target="_blank" rel="nofollow">Hammes Eva;</a> </p> <span class="z_kbtnclass z_kbtnclassall hoverxs" id="zkzz" style="display: none;">展开▼</span> </div> </li> <li> <div style="display: flex;"> <span class="lefttit">作者单位</span> <div style="position: relative;margin-left: 3px;max-width: 639px;"> <div class="threelineshidden zhankaihshouqi" id="fOrgthree"> <p>HMKW BerlinUniversity of Applied Sciences;</p> <p>University of Siegen;</p> <p>Friedrich‐Schiller‐University Jena;</p> </div> <span class="z_kbtnclass z_kbtnclassall hoverxs" id="zhdw" style="display: none;">展开▼</span> </div> </div> </li> <li > <span class="lefttit">收录信息</span> <span style="width: 86%;vertical-align: text-top;display: inline-block;"></span> </li> <li> <span class="lefttit">原文格式</span> <span>PDF</span> </li> <li> <span class="lefttit">正文语种</span> <span>eng</span> </li> <li> <span class="lefttit">中图分类</span> <span><a href="https://www.zhangqiaokeyan.com/clc/386.html" title="应用心理学">应用心理学;</a></span> </li> <li class="antistop"> <span class="lefttit">关键词</span> <p style="width: 86%;vertical-align: text-top;"> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=consumer behavior&option=203" rel="nofollow">consumer behavior;</a> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=service encounters&option=203" rel="nofollow">service encounters;</a> <a style="color: #3E7FEB;" href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=vicarious embarrassment&option=203" rel="nofollow">vicarious embarrassment;</a> </p> <div class="translation"> 机译：消费者行为;服务遭遇;替代尴尬; 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