Employee’s Emotional Contagion and Customers’ Loyalty in Service Encounters

Employee’s Emotional Contagion and Customers’ Loyalty in Service Encounters

碩士 === 輔仁大學 === 國際創業與經營管理學程碩士在職專班 === 105 === The purpose of this research is to study the antecedents of behavioral intentions, regarding loyalty intentions. Specifically, this paper aims to explore how employees’ emotional contagion enhances customers’ loyalty towards satisfaction, rapport, and tr...

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Main Authors: ALEXANDRA VAN DER SCHAAR GIMÉNEZ, 范亞莉
Other Authors: HUANG, KAI-PING
Format: Others
Language:en_US
Published: 2017
Online Access:http://ndltd.ncl.edu.tw/handle/88428865499807507664
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spelling ndltd-TW-105FJU013210412017-05-25T04:36:02Z http://ndltd.ncl.edu.tw/handle/88428865499807507664 Employee’s Emotional Contagion and Customers’ Loyalty in Service Encounters 服務業員工情緒感染與顧客忠誠度之關係 ALEXANDRA VAN DER SCHAAR GIMÉNEZ 范亞莉 碩士 輔仁大學 國際創業與經營管理學程碩士在職專班 105 The purpose of this research is to study the antecedents of behavioral intentions, regarding loyalty intentions. Specifically, this paper aims to explore how employees’ emotional contagion enhances customers’ loyalty towards satisfaction, rapport, and trust. The findings suggest that when there is a relationship of trust between the employee and the customer, there is a positive influence on loyalty intentions. The discovery proposes that employees’ emotional contagion is pivotal in creating a positive climate in service encounters that will elicit customers’ satisfaction, trust, and loyalty intentions towards the company and the employee. HUANG, KAI-PING 黃愷平 2017 學位論文 ; thesis 29 en_US
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format Others
sources NDLTD
description 碩士 === 輔仁大學 === 國際創業與經營管理學程碩士在職專班 === 105 === The purpose of this research is to study the antecedents of behavioral intentions, regarding loyalty intentions. Specifically, this paper aims to explore how employees’ emotional contagion enhances customers’ loyalty towards satisfaction, rapport, and trust. The findings suggest that when there is a relationship of trust between the employee and the customer, there is a positive influence on loyalty intentions. The discovery proposes that employees’ emotional contagion is pivotal in creating a positive climate in service encounters that will elicit customers’ satisfaction, trust, and loyalty intentions towards the company and the employee.
author2 HUANG, KAI-PING
author_facet HUANG, KAI-PING
ALEXANDRA VAN DER SCHAAR GIMÉNEZ
范亞莉
author ALEXANDRA VAN DER SCHAAR GIMÉNEZ
范亞莉
spellingShingle ALEXANDRA VAN DER SCHAAR GIMÉNEZ
范亞莉
Employee’s Emotional Contagion and Customers’ Loyalty in Service Encounters
author_sort ALEXANDRA VAN DER SCHAAR GIMÉNEZ
title Employee’s Emotional Contagion and Customers’ Loyalty in Service Encounters
title_short Employee’s Emotional Contagion and Customers’ Loyalty in Service Encounters
title_full Employee’s Emotional Contagion and Customers’ Loyalty in Service Encounters
title_fullStr Employee’s Emotional Contagion and Customers’ Loyalty in Service Encounters
title_full_unstemmed Employee’s Emotional Contagion and Customers’ Loyalty in Service Encounters
title_sort employee’s emotional contagion and customers’ loyalty in service encounters
publishDate 2017
url http://ndltd.ncl.edu.tw/handle/88428865499807507664
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