Titre du document / Document title

Mechanisms linking employee affective delivery and customer behavioral intentions

Auteur(s) / Author(s)

TSAI Wei-Chi ⁽¹⁾ ; HUANG Yin-Mei ⁽²⁾ ;

Affiliation(s) du ou des auteurs / Author(s) Affiliation(s)

⁽¹⁾ National Taiwan University of Science and Technology, TAIWAN, PROVINCE DE CHINE
⁽²⁾ National Chengchi University, TAIWAN, PROVINCE DE CHINE

Résumé / Abstract

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 torn, influences customer behavioral intentions.

Revue / Journal Title

Journal of applied psychology   ISSN 0021-9010   CODEN JAPGBP 

Source / Source

2002, vol. 87, n^o5, pp. 1001-1008 (1 p.1/4)

Langue / Language

Anglais

Editeur / Publisher

American Psychological Association, Washington, DC, ETATS-UNIS  (1917) (Revue)

Mots-clés anglais / English Keywords

Human ; Personality ; Social environment ; Emotion emotionality ; Performance ; Service quality ; Consumer behavior ; Mood ; Employee ; Sales ; Occupational environment ;

Mots-clés français / French Keywords

Homme ; Personnalité ; Environnement social ; Emotion émotivité ; Performance ; Qualité service ; Comportement consommateur ; Humeur ; Employé ; Vente ; Milieu professionnel ;

Mots-clés espagnols / Spanish Keywords

Hombre ; Personalidad ; Medio ambiente social ; Emoción emotividad ; Rendimiento ; Calidad servicio ; Comportamiento consumidor ; Humor ; Empleado ; Venta ; Medio profesional ;

Localisation / Location

INIST-CNRS, Cote INIST : 3007, 35400010214808.0190