The service smile chain: linking leader emotions to customer outcomes
The service smile chain: linking leader emotions to customer outcomes
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DOI：
10.1080/02642069.2018.1509958
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发表时间：
2018-08
期刊：
影响因子：
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通讯作者：
Xiao‐Yu Liu;Yongmei Liu
中科院分区：
文献类型：
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作者：
Xiao‐Yu Liu;Yongmei Liu
摘要这项研究考察了领导力和客户结果之间的情感机制。数据来自中国某连锁餐厅359名匹配的主管-下属-顾客三合会。研究结果表明，领导的积极情绪通过服务员工的积极情绪传递给顾客，进而增加顾客的再光顾意愿。然而，尽管领导负面情绪与员工负面情绪正相关，但员工负面情绪并不会传递给客户。此外，员工的负性情绪(NA)会调节领导与员工的负性情绪之间的关系，因此这种关系在高层员工中更为强烈。这项研究扩展了以前的文献，确定了服务微笑链连接领导力和客户结果，并调查了NA在这些链中的调节作用。研究结果强调了组织内部情绪机制和客户结果之间的重要联系，并指出了一个情绪健康的工作场所对于更好的客户服务的重要性。
ABSTRACT This study examines the emotional mechanisms that link leadership and customer outcomes. Data were collected from 359 matched supervisor-subordinate-customer triads in a chain restaurant in China. Results show that leader positive emotions are transmitted to customers via service employee positive emotions, which then increase customer re-patronage intentions. However, although leader negative emotions are positively associated with employee negative emotions, employee negative emotions are not transmitted to customers. Moreover, employees’ negative affectivity (NA) moderates the relationship between leaders’ and employees’ negative emotions, such that the relationship is stronger among high NAs. The study extends prior literature by identifying a service smile chain that links leadership and customer outcomes and by investigating the moderating role of NA in such chains. Study findings highlight the important connection between intra-organizational emotional mechanisms and customer outcomes and point to the importance of an emotionally healthy workplace to better customer service.