https://scholars.lib.ntu.edu.tw/handle/123456789/625748
標題: | Satisfying Customers Through Satisfied Employees: Exploring the Emotional Mechanism Linking Employee Satisfaction and Customer Satisfaction | 作者: | JIUN-SHENG LIN Liang H.-Y Chu C.-Y. |
關鍵字: | Emotional Contagion Theory; Emotional Labour; Emotional Mechanisms; Employee Satisfaction; Service Employees | 公開日期: | 2016 | 起(迄)頁: | 865-868 | 來源出版物: | Developments in Marketing Science: Proceedings of the Academy of Marketing Science | 摘要: | Creating superior customer satisfaction has been the primary objective for service firms. The importance of service employee satisfaction in enhancing customer satisfaction has been emphasized in past research, yet there is limited research exploring the mechanism linking them. As service employees are mainly responsible for service delivery, the interpersonal interaction between customers and service employees has been found to substantially affect customer perceptions of services and considered as the key to customer satisfaction (Brown and Lam 2008). Past research also indicated that employee satisfaction can enhance customer–employee interactions, which, in turn, increases customer satisfaction (Homburg et al. 2009). Thus, there has been particular academic call for exploring the mechanisms linking employee and customer satisfaction. Integrating emotional labor and emotional contagion theories, this study attempts to bridge this research gap by developing and testing a framework that includes the mediating emotional mechanism through which employee satisfaction affects customer satisfaction in service context. © 2016, Academy of Marketing Science. |
URI: | https://www.scopus.com/inward/record.uri?eid=2-s2.0-85091697774&doi=10.1007%2f978-3-319-29877-1_167&partnerID=40&md5=22be6a196321b5962f21e178d3f7094a https://scholars.lib.ntu.edu.tw/handle/123456789/625748 |
ISSN: | 23636165 | DOI: | 10.1007/978-3-319-29877-1_167 |
顯示於: | 國際企業學系 |
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