https://scholars.lib.ntu.edu.tw/handle/123456789/403654
標題: | Satisfying Customers through Satisfied Service Employees: Integrating the Emotional Labor and Emotional Contagion Perspectives | 作者: | Jiun-Sheng Chris Lin En-Yi Chou Cheng-Yu Lin |
關鍵字: | Customer Satisfaction; Emotional Contagion; Emotional Labor; Employee Satisfaction; Service Employee | 公開日期: | 六月-2016 | 來源出版物: | American Marketing Association Service Research Conference | 摘要: | The importance of service employee satisfaction in enhancing customer satisfaction has been emphasized, yet there is limited research exploring the mechanism linking them. Research indicated that employee satisfaction will influence service employee’s emotional labor (Austin et al., 2008; Cheung and Tang, 2009; Diefendorff et al., 2005; Groth et al., 2009; Kiffin-Petersen et al., 2011; Tan et al., 2003). In turn, emotional labor affects the emotional contagion between service employees and customers (Gosserand and Diefendorff, 2005; Grandey, 2000; 2003), which eventually influences customer satisfaction (Bettencourt et al., 2001; Pugh, 2001; Tsai, 2001; Tsai and Huang, 2002). In other words, the relationship between employee and customer satisfaction can be mediated by emotional labor and contagion. However, little empirical research has been done to explore such a mechanism. This research attempts to fill the research gap by developing and testing an empirical model that examines the new emotional mechanism through which satisfied employees satisfy customers. © 2016, Academy of Marketing Science. |
URI: | https://scholars.lib.ntu.edu.tw/handle/123456789/403654 https://www.scopus.com/inward/record.uri?eid=2-s2.0-85125261648&doi=10.1007%2f978-3-319-24184-5_145&partnerID=40&md5=616a95c4c56746b5ebdddcbe47edff19 |
ISSN: | 23636165 |
顯示於: | 國際企業學系 |
在 IR 系統中的文件,除了特別指名其著作權條款之外,均受到著作權保護,並且保留所有的權利。