標題: | Mechanisms linking employee affective delivery and customer behavioral intentions |
作者: | Tsai, WC Huang, YM 經營管理研究所 Institute of Business and Management |
公開日期: | 1-十月-2002 |
摘要: | Past empirical evidence has indicated that employee affective delivery can influence customer reactions (e.g., customer satisfaction, service quality evaluation). This study extends previous research by empirically examining mediating processes underlying the relationship between employee affective delivery and customer behavioral intentions. Data were collected from 352 employee-customer pairs in 169 retail shoe stores in Taiwan. Results showed that the influence of employee affective delivery on customers' willingness to return to the store and pass positive comments to friends was indirect through the mediating processes of customer in-store positive moods and perceived friendliness. The study also indicated that employee affective delivery influences customers' time spent in store, which, in turn, influences customer behavioral intentions. |
URI: | http://dx.doi.org/10.1037//0021-9010.87.5.1001 http://hdl.handle.net/11536/14476 |
ISSN: | 0021-9010 |
DOI: | 10.1037//0021-9010.87.5.1001 |
期刊: | JOURNAL OF APPLIED PSYCHOLOGY |
Volume: | 87 |
Issue: | 5 |
起始頁: | 1001 |
結束頁: | 1008 |
顯示於類別: | 會議論文 |