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    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/10262


    Title: Mechanisms linking employee affective delivery and customer behavioral intentions
    Authors: 蔡維奇;Huang Y.M.
    Tsai, Wei-Chi;Huang, Yin-Mei
    Date: 2002
    Issue Date: 2008-11-25 10:42:34 (UTC+8)
    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 turn, influences customer behavioral intentions.
    Relation: Journal of Applied Psychology, 87(5), 1001-1008
    Data Type: article
    DOI link: http://dx.doi.org/10.1037//0021-9010.87.5.1001
    DOI: 10.1037//0021-9010.87.5.1001
    Appears in Collections:[Department of Business Administation] Periodical Articles

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