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- W2038869300 abstract "Continuous improvement in managing customer relationships is a necessity for companies wishing to remain competitive in today's global marketplace. The two studies presented herein respond to this need by developing and testing a new nomological net that features social presence and its moderators as antecedents to service satisfaction. Study 1 discovers that when service experiences are positive, social presence enhances service satisfaction. Study 2 examines the interaction between service experience valence, social presence type and self-construal prime. The results show that when an interdependent self-construal is primed, social presence (both in-group and out-group) increases service satisfaction (dissatisfaction) during a positive (negative) service encounter, whereas, when an independent self-construal is primed, social presence exerts little impact on service satisfaction. Managers can benefit from these findings by considering the impact of social presence as they design their servicescapes." @default.
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- W2038869300 date "2012-03-01" @default.
- W2038869300 modified "2023-10-16" @default.
- W2038869300 title "Consumption in the public eye: The influence of social presence on service experience" @default.
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- W2038869300 doi "https://doi.org/10.1016/j.jbusres.2011.03.014" @default.
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