Mechanisms linking employee affective delivery and customer behavioral intentions
成果类型：
Article; Proceedings Paper
署名作者：
Tsai, WC; Huang, YM
署名单位：
National Yang Ming Chiao Tung University; National Chengchi University
刊物名称：
JOURNAL OF APPLIED PSYCHOLOGY
ISSN/ISSBN：
0021-9010
DOI：
10.1037//0021-9010.87.5.1001
发表日期：
2002
页码：
1001-1008
关键词：
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.
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