search query: @journal_id 54 / total: 1415
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| Author: | Tsai, W.-C. Huang, Y.-M. |
| Title: | Mechanisms Linking Employee Affective Delivery and Customer Behavioral Intentions |
| Journal: | Journal of Applied Psychology
2002 : OCT, VOL. 87:5, p. 1001-1008 |
| Index terms: | EMPLOYEES CUSTOMERS ANALYTICAL REVIEW PSYCHOLOGY |
| Language: | eng |
| 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. |
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