Mechanisms linking employee affective delivery and customer behavioral intentions.
Mechanisms linking employee affective delivery and customer behavioral intentions.
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DOI：
10.1037/0021-9010.87.5.1001
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发表时间：
2002-10
期刊：
影响因子：
--
通讯作者：
Wei-Chi Tsai;Yin‐Mei Huang
中科院分区：
文献类型：
--
作者：
Wei-Chi Tsai;Yin‐Mei Huang
过去的经验证据表明，员工的情感传递可以影响客户的反应（例如，客户满意度、服务质量评价）。本研究扩展了以往的研究，实证研究中介过程的基础上，员工情感传递和客户行为意图之间的关系。本研究以台湾地区169家鞋店的352对顾客为研究对象。研究结果表明，员工情感传递通过顾客店内积极情绪和感知友好的中介过程间接影响顾客再次光顾商店和向朋友传递积极评价的意愿。研究还表明，员工的情感传递影响顾客在店内停留的时间，从而影响顾客的行为意图。
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.