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dc.contributor.authorTsai, WCen_US
dc.contributor.authorHuang, YMen_US
dc.date.accessioned2014-12-08T15:20:22Z-
dc.date.available2014-12-08T15:20:22Z-
dc.date.issued2002-10-01en_US
dc.identifier.issn0021-9010en_US
dc.identifier.urihttp://dx.doi.org/10.1037//0021-9010.87.5.1001en_US
dc.identifier.urihttp://hdl.handle.net/11536/14476-
dc.description.abstractPast 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.en_US
dc.language.isoen_USen_US
dc.titleMechanisms linking employee affective delivery and customer behavioral intentionsen_US
dc.typeArticle; Proceedings Paperen_US
dc.identifier.doi10.1037//0021-9010.87.5.1001en_US
dc.identifier.journalJOURNAL OF APPLIED PSYCHOLOGYen_US
dc.citation.volume87en_US
dc.citation.issue5en_US
dc.citation.spage1001en_US
dc.citation.epage1008en_US
dc.contributor.department經營管理研究所zh_TW
dc.contributor.departmentInstitute of Business and Managementen_US
dc.identifier.wosnumberWOS:000178548200019-
Appears in Collections:Conferences Paper