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Friday, March 27 • 08:00 - 17:00
[VIRTUAL] An Analysis of the Impact of Environment on Customer Service Interactions: The Role of Altruism

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In this article, I introduce and test a hypothesis about altruism and prosocial behaviors in the customer service environment. I performed this study in order to examine whether or not specific types of business establishments foster significantly greater altruistic behaviors towards customers than others. In this observational study, I recorded information from 30 individuals at each of two locations: a Starbucks coffee shop and a Harris Teeter grocery store. This yielded a total of 60 participants. These participants didn't have to actively perform any tasks for this study; rather, I noted their public behaviors and interactions. For this study, I recorded helping behaviors shown towards customers by employees at each location, including greetings and kind gestures. The results indicate that a significant difference emerged between the two locations, specifically that employees exhibited more altruistic behaviors towards customers at a Harris Teeter than at a Starbucks, thus suggesting that altruism may be influenced by the environmental setting.

Speakers
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Alexandria Durr

Campbell Online

Mentors
avatar for Dr. Katherine Van Allen

Dr. Katherine Van Allen

Associate Professor, Psychology, Campbell University



Friday March 27, 2020 08:00 - 17:00 EDT
Online