...Hana Medler-Liraz; Tali Seger-Guttmann Purpose This study aims to examine whether authentic flirting behavior contributes to positive service outcomes (i.e. rapport and tip size) in luxury vs non-luxury restaurants. Design/methodology/approach A sample of 261 participants was randomly assigned...

...Kristina K. Lindsey-Hall; Susana Jaramillo; Thomas L. Baker; Julian M. Arnold This paper aims to investigate how perceptions of employee authenticity and customer–employee rapport influence customers’ interactional justice assessments and related service evaluations, and how customers’ need...

... research on customer incivility and its association with rapport and tipping through the prism of conservation of resources theory. It also examines the role of agreeableness as a personal resource in coping with instances of incivility. Design/methodology/approach A total of 502 Israeli restaurant...

...’ emotional competence on rapport, trust and loyalty toward the service employee and the company. Design/methodology/approach The empirical context to validate the proposed theory is the fitness realm. The sample comprises 296 clients from fitness personal training services. Data collection was carried...

...’ emotional displays, self-report surveys administered to the service employees measuring strategies of emotional labor and self-report surveys administered to the customers to assess their rapport with the service providers and their loyalty intentions. Findings Length of acquaintance was positively...