Repository logo
  • English
  • 中文
Log In
Have you forgotten your password?
  1. Home
  2. College of Management / 管理學院
  3. International Business / 國際企業學系
  4. What makes service employees and customers smile: Antecedents and consequences of the employees' affective delivery in the service encounter
 
  • Details

What makes service employees and customers smile: Antecedents and consequences of the employees' affective delivery in the service encounter

Journal
Journal of Service Management
Journal Volume
22
Journal Issue
2
Pages
183-201
Date Issued
2011
Author(s)
JIUN-SHENG LIN  
Lin, C.-Y.
DOI
10.1108/09564231111124217
URI
https://scholars.lib.ntu.edu.tw/handle/123456789/459507
URL
https://www.scopus.com/inward/record.uri?eid=2-s2.0-79955691718&doi=10.1108%2f09564231111124217&partnerID=40&md5=499e6bacb14656db114937cc4c7f6d52
Abstract
Purpose: The purpose of this paper is to examine the phenomenon of emotional contagion in service encounters by proposing and testing an empirical model of the antecedents and consequences of affective service delivery by employees. Design/methodology/approach: A theoretical framework of the antecedents and outcomes of employee affective delivery in service interactions is developed on the basis of relevant studies in marketing, psychology, and organization. In total, nine hypothesized relationships between the constructs in the conceptual model are proposed and tested by structural equation modeling using data collected from 217 employee-customer pairs in ten service industries. Findings: Results showed that employee inner emotion, work group mood, and service environment all have a positive influence on employee affective delivery, which, in turn, positively influences customer emotion and service outcomes. Research limitations/implications: This study represents an early attempt at exploring the antecedents of employee affective delivery in service context. Future research is discussed, with an emphasis on characteristics of employees/customers, employee experiences, and service norm. Practical implications: Managers of service firms should recognize the importance of the drivers of employee positive displayed emotion. Service firms can benefit from focusing their attention on enhancing affective service delivery. Originality/value: This study described in this paper addresses important research gaps in the service marketing literature by: empirically examining the antecedents of employee affective delivery in service interactions; and providing the first test of emotional contagion and its related processes with data collected from ten different service industries, rather than a single industry. © Emerald Group Publishing Limited.
Subjects
Affective psychology; Consumer behaviour; Emotional intelligence; Employee attitudes; Service delivery
SDGs

[SDGs]SDG12

Type
journal article

臺大位居世界頂尖大學之列,為永久珍藏及向國際展現本校豐碩的研究成果及學術能量,圖書館整合機構典藏(NTUR)與學術庫(AH)不同功能平台,成為臺大學術典藏NTU scholars。期能整合研究能量、促進交流合作、保存學術產出、推廣研究成果。

To permanently archive and promote researcher profiles and scholarly works, Library integrates the services of “NTU Repository” with “Academic Hub” to form NTU Scholars.

總館學科館員 (Main Library)
醫學圖書館學科館員 (Medical Library)
社會科學院辜振甫紀念圖書館學科館員 (Social Sciences Library)

開放取用是從使用者角度提升資訊取用性的社會運動,應用在學術研究上是透過將研究著作公開供使用者自由取閱,以促進學術傳播及因應期刊訂購費用逐年攀升。同時可加速研究發展、提升研究影響力,NTU Scholars即為本校的開放取用典藏(OA Archive)平台。(點選深入了解OA)

  • 請確認所上傳的全文是原創的內容,若該文件包含部分內容的版權非匯入者所有,或由第三方贊助與合作完成,請確認該版權所有者及第三方同意提供此授權。
    Please represent that the submission is your original work, and that you have the right to grant the rights to upload.
  • 若欲上傳已出版的全文電子檔,可使用Open policy finder網站查詢,以確認出版單位之版權政策。
    Please use Open policy finder to find a summary of permissions that are normally given as part of each publisher's copyright transfer agreement.
  • 網站簡介 (Quickstart Guide)
  • 使用手冊 (Instruction Manual)
  • 線上預約服務 (Booking Service)
  • 方案一:臺灣大學計算機中心帳號登入
    (With C&INC Email Account)
  • 方案二:ORCID帳號登入 (With ORCID)
  • 方案一:定期更新ORCID者,以ID匯入 (Search for identifier (ORCID))
  • 方案二:自行建檔 (Default mode Submission)
  • 方案三:學科館員協助匯入 (Email worklist to subject librarians)

Built with DSpace-CRIS software - Extension maintained and optimized by 4Science