Rapport building during retail encounters with embarrassed clients

d’Abreu, Iracema Medeiros; Troccoli, Irene Raguenet; Sauerbronn, João Felipe Rammelt

doi:10.1080/08853134.2021.1925127

Cited by 5 publications

(3 citation statements)

References 165 publications

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“…First, we extend rapport research by using RMT as the theoretical foundation of links between RD and KTOYE. Previous studies mostly investigate selling, service, and interviewing contexts (Kim and Ok, 2010 ; Jenner and Myers, 2019 ; d'Abreu et al, 2021 ) and seldom pay attention to specifying the concept of rapport. First introducing rapport into the KTOYE context, this study structures rapport with five critical dimensions based on RMT and the characteristic of KTOYE.…”

Section: Discussionmentioning

confidence: 99%

“…It has been further developed in two main areas, namely, selling and leadership. In the literature on selling, rapport makes clients feel less embarrassed, giving birth to their enjoyable interactional and verbal communication with salespeople (Campbell et al, 2006 ; d'Abreu et al, 2021 ). In leadership research, managing rapport between leaders and subordinates is a crucial driver of their high-quality relations, which subsequently increases communication satisfaction (Campbell et al, 2003 ; White et al, 2012 ).…”

Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

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How does rapport impact knowledge transfer from older to younger employees? The moderating role of supportive climate

Rui

Ju²

2022

Front. Psychol.

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IntroductionKnowledge transfer from older to younger employees plays a key role in lessening knowledge loss and maintaining firms' competitiveness. While the disharmony derived from a salient age difference between younger and older workers hinders such knowledge transfer. This study aims to construct a rapport model to address it.MethodsData from 318 respondents in various industries were collected through a questionnaire-based survey to test the proposed model. The research hypotheses were tested using hierarchical multiple regressions.ResultsOur empirical results show that almost all rapport dimensions facilitate such knowledge transfer; The moderating role of supportive climate is strong that it enhances or replaces the effects of rapport dimensions on such knowledge transfer.DiscussionThis study contributes to research on knowledge transfer and rapport by providing a detailed understanding of the relational mechanism of the knowledge transfer from older to younger employees based on a revised model of rapport. It also serves as a reference for firms to leverage rapport-building and a supportive climate to enhance this invaluable knowledge transfer.

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Section: Discussionmentioning

confidence: 99%

Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

How does rapport impact knowledge transfer from older to younger employees? The moderating role of supportive climate

Rui

Ju²

2022

Front. Psychol.

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“…, 2014). If such identification exists, both the FLE and customers take efforts intended to benefit each other (d’Abreu et al. , 2021; Markus and Kitayama, 1991; Noble and Phillips, 2004), culminating in a fruitful relationship.…”

Section: Employee-customer Identificationmentioning

confidence: 99%

Why do you look familiar? - Exploring the role of employee-customer identification in adapting the service offering

Das

Ramalingam

2022

IJBM

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PurposeThis study aims to explore employee-customer identification and its consequences in the banking, financial service and insurance (BFSI) sector. We also look at the mediating role of psychological ownership and work orientation (calling) between employee-customer identification and the adaptability of service offerings.Design/methodology/approachIn this study using a sample of 215 frontline employees from the BFSI sector in five Indian cities, the data was analysed using partial least squares structural equation modelling (PLS-SEM) in Smart PLS- 3.2.7 software.FindingsWhen employees consider customers as individuals similar to them, they tend to be more accommodating of customers' diverse needs resulting in adapting the service. The study empirically establishes that psychological ownership and work orientation (calling) mediate the relationship between employee-customer identification and service offering adaptation.Research limitations/implicationsThis kind of identification can remedy the perennial problem of mis-selling in the BFSI context. The new insights gathered from these customer interfaces can be transferred upwards within the organisation to formulate actionable strategies. Hence, when employees feel their work is satisfactory, it leads to improvement in both profit margins as well as asset turnover for high-contact service firms.Originality/valueThe results demonstrate that employees who identify with their customers are more accommodative of customers' diverse needs resulting in adapting the service resulting in improved performance.

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Within sniffing distance: impact of ambient scent and physical distancing on consumer comfort with frontline employees

Ardelet

Peyrelongue

Mérigot

2022

Journal of Personal Selling & Sales Management

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Rapport building during retail encounters with embarrassed clients

Cited by 5 publications

References 165 publications

How does rapport impact knowledge transfer from older to younger employees? The moderating role of supportive climate

How does rapport impact knowledge transfer from older to younger employees? The moderating role of supportive climate

Why do you look familiar? - Exploring the role of employee-customer identification in adapting the service offering

Within sniffing distance: impact of ambient scent and physical distancing on consumer comfort with frontline employees

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