A Model of Employee-Customer Rapport in the Service Encounter

• Main Authors: Ching-Chun Kuo, 郭瀞淳
• Other Authors: 林俊昇
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/66761134404415754253

碩士 === 國立臺灣大學 === 國際企業學研究所 === 99 === The rapport between employees and customers represents a particularly salient issue in many service industries. Past empirical evidence has indicated that the rapport between service employees and customers can influence service outcomes However, there has been little research exploring the antecedents and consequences of such rapport in service interactions. In this study, we develop and test a model which illustrates how the rapport builds up between employee and customer. Based on past research, we propose that antecedents of rapport include employee courteous behavior, employee information sharing and employee connecting behavior, while the consequences include customer satisfaction and repurchase intention. Results showed that all the antecedents of rapport have positive effects on employee-customer rapport, which in turn enhances customer satisfaction and repurchase intention. Implications and directions for future research are then discussed.