Publications [#272605] of Gavan J. Fitzsimons

Papers Published

1. Sirianni, NJ; Castro-Nelson, I; Morales, AC; Fitzsimons, GJ, The influence of service employee characteristics on customer choice and post-choice satisfaction, Advances in Consumer Research, vol. 36 (December, 2009), pp. 966-968, ISSN 0098-9258
   (last updated on 2026/01/15)

   Abstract:
   Interaction with a frontline employee is common in most retail and service encounters in which customers are looking to make product and service choices. During these customer-employee interactions, customers are exposed to service employees' personal characteristics, such as their displayed creativity, which can influence consumer behavior. The proposed research seeks to develop an understanding of how service employee characteristics influence customer choice and post-choice satisfaction.