The effect of service responsiveness and social emotions on service outcomes: An empirical investigation of service firms

Service responsiveness is an important contemporary issue related to organization responsiveness. Meanwhile, the extent to which service responsiveness influences emotions and service outcomes has seldom been examined empirically. The analytical results of this study are based on applying questionnaire method to accumulate dyadic data from managers and subordinates. According to those results, mechanistic and organic service responsiveness are positively correlated with positive employee social emotions and the influence of mechanistic service responsiveness exceeds that of organic service responsiveness. Mechanistic and organic service responsiveness enhances employee negative social emotions and the influence of organic service responsiveness exceeds that of mechanistic service responsiveness. Positive social emotions positively influence job and customer satisfaction. Academic and managerial implications are discussed as well.