ArticleFrontiers in psychology2022
Feeling good and doing more: How does the customer respond to pro-customer deviance in the context of hospitality.
Article in Frontiers in psychology, 2022. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Not yet cited in PubMed.
What it found
Each row is one number read from the abstract, on the scale the paper reported it, with its interval. Left of the dashed line favours the treatment, right favours the comparator. Under each row is the sentence it came from. New to these charts? A ten-minute tutorial.
The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
The trial behind it
Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.
Neither the registry nor the abstract names a trial number. If this is a trial report, that itself is worth knowing.
Who cites it
0 citing papers in PubMed.
No citing paper in PubMed yet.
Corrections and comments
PubMed lists nothing against this paper. Absence here is not a guarantee, only a check that was made.
Authors and funding
3 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
Guided by the service-dominant logic, hospitality employees have to occasionally engage in pro-customer deviance to offer customized service. While pro-customer deviance has been linked with several customer attitudinal outcomes, the different customers' emotional and behavioral responses have not yet been clarified. This study explored customers' responses toward customer-contact employees and enterprises. In addition, to investigate the emotional and cognitive mechanisms underlying those response processes, this study introduced gratitude toward employee and customer-company identification as mediators in the relationship between pro-customer deviance and a series of customer extra-role behaviors. A multisource field study was conducted to test a two-stage structural equation model. The results showed that pro-customer deviance is positively related to customers' positive feedback and service friendship toward employees
Indexed as
Identifiers
What OpenQuestion holds
Registered trials
Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.