Customer gratitude expressions and FLEs’ prosocial behavior: insights from delighted customers

Abstract

Purpose

This study aims to investigate the impact of customers’ delight on the likelihood of frontline employees (FLEs) receiving expressions of gratitude from customers, as well as the subsequent effects on their customer-focused and coworker-focused behaviors. Additionally, it examines how customer orientation moderates the relationship between FLE’s likelihood of receiving customer gratitude expressions and their performance behaviors.

Design/methodology/approach

The study used a sample from a Canadian retailer specializing in the sale of artistic and creative materials for artists, crafters and hobbyists. Longitudinal data was collected through a survey administered to frontline employees, unit managers and customers, spanning 7 assessment waves over a 12-month period. In total, the data set comprised 1,609 individual observations and 3,533 customers nested within 35 business units. The hypotheses were tested by using a multilevel longitudinal modeling approach.

Findings

This research has yielded important insights. First, significant relationships emerged between enhanced customers’ delight and an increased likelihood of FLEs receiving expressions of gratitude from customers. Second, gratitude expressions received from customers were found to be positively associated with prosocial behaviors toward both customers and coworkers. Third, the findings indicate that the impact of receiving customer gratitude expressions on FLEs’ performance behaviors is more pronounced for employees with a high level of customer orientation.

Practical implications

This study highlights the importance of investing in relationship-building strategies aimed at enhancing customers’ delight. This can motivate customers to express their gratitude toward service employees and to elicit higher prosocial behaviors from employees.

Originality/value

This study offers theoretical insights into gratitude, customer behaviors and employee performance in the retail industry. A pivotal contribution of this study to marketing literature lies in its paradigm shift, redirecting attention from the traditional examination of firm-customer relationships to a nuanced exploration of customer–employee relationships.

Citation

Tremblay, M. (2024), "Customer gratitude expressions and FLEs’ prosocial behavior: insights from delighted customers", Journal of Services Marketing, Vol. 38 No. 7, pp. 857-871. https://doi.org/10.1108/JSM-03-2024-0105