Exploring Employee Affective Delivery and Customer Emotionn the Service Encounter
Date Issued
2008
Date
2008
Author(s)
Lin, Cheng-Yu
Abstract
Past empirical evidence has indicated that emotional contagion between service employees and customers can influence customer reactions (e.g., customer satisfaction, behavirol intention). This study extends previous research, proposing and testing a model that includes emotional contagion as well as its antecedents and consequences. Data were collected from 217 employee-customer pairs in Taiwan. Results showed that the employee affective delivery influences the customer emotions and improve customer satisfaction, while customer emotion affects satisfaction and behavioral intention. We also found that the antecedents, including employee experienced emotion, work group mood and service environment, have positive influence on employee’s affective delivery.
Subjects
emotional contagion
employee affective delivery
customer emotion
Type
thesis
File(s)![Thumbnail Image]()
Loading...
Name
ntu-97-R95724037-1.pdf
Size
23.32 KB
Format
Adobe PDF
Checksum
(MD5):02bc4ce6085ff36c8b970387c6d7fa76