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