Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness
Past research mostly ignores the link between customers' purchase orientations and their engagement with frontline service employees. This paper addresses this gap by using socio-emotional selectivity theory to investigate the effects of customers’ self-indulgence/control on their rapport build...
| Main Authors: | , , |
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| Format: | Journal Article |
| Published: |
Elsevier
2020
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| Online Access: | http://hdl.handle.net/20.500.11937/76536 |
| _version_ | 1848763711693520896 |
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| author | Fatima, J. Sharma, Piyush Di Mascio, R. |
| author_facet | Fatima, J. Sharma, Piyush Di Mascio, R. |
| author_sort | Fatima, J. |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Past research mostly ignores the link between customers' purchase orientations and their engagement with frontline service employees. This paper addresses this gap by using socio-emotional selectivity theory to investigate the effects of customers’ self-indulgence/control on their rapport building efforts with frontline service employees and on their own happiness. It also explores the moderating effects of age, gender and shopping day on the impact of self-indulgence/control on happiness. Data from 252 Australian customers shows that self-control has no significant influence on rapport or happiness while rapport and self-indulgence positively affect happiness. Finally, all the moderating effects only find partial support. |
| first_indexed | 2025-11-14T11:07:48Z |
| format | Journal Article |
| id | curtin-20.500.11937-76536 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T11:07:48Z |
| publishDate | 2020 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-765362022-10-31T07:31:40Z Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness Fatima, J. Sharma, Piyush Di Mascio, R. Past research mostly ignores the link between customers' purchase orientations and their engagement with frontline service employees. This paper addresses this gap by using socio-emotional selectivity theory to investigate the effects of customers’ self-indulgence/control on their rapport building efforts with frontline service employees and on their own happiness. It also explores the moderating effects of age, gender and shopping day on the impact of self-indulgence/control on happiness. Data from 252 Australian customers shows that self-control has no significant influence on rapport or happiness while rapport and self-indulgence positively affect happiness. Finally, all the moderating effects only find partial support. 2020 Journal Article http://hdl.handle.net/20.500.11937/76536 10.1016/j.jretconser.2019.101967 http://creativecommons.org/licenses/by-nc-nd/4.0/ Elsevier fulltext |
| spellingShingle | Fatima, J. Sharma, Piyush Di Mascio, R. Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness |
| title | Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness |
| title_full | Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness |
| title_fullStr | Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness |
| title_full_unstemmed | Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness |
| title_short | Demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness |
| title_sort | demystifying the impact of self-indulgence and self-control on customer-employee rapport and customer happiness |
| url | http://hdl.handle.net/20.500.11937/76536 |