An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction

An empirical assessment of the influence of customer emotions and contact employee performance on... Our study examines the effect of customer emotions and contact employee performance in creating encounter and relationship satisfaction. It investigates the performance of the contact employee from an interactive perspective by specifying the employee performance into employee-specific and interaction-induced behaviors, using a multilevel approach. Our results reveal a significant influence of positive emotions on both types of satisfaction and no significant impact of negative emotions. Furthermore, our study identifies that not all of the employee behaviors that influence encounter satisfaction also influence relationship satisfaction. Additionally, results of the study demonstrate that specifying employee performance into employee-specific and interaction-induced behaviors allows a better understanding of customer encounter and relationship satisfaction. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Business Research Elsevier

An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction

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Publisher
Elsevier
Copyright
Copyright © 2002 Elsevier Inc.
ISSN
0148-2963
eISSN
1873-7978
DOI
10.1016/S0148-2963(02)00277-1
Publisher site
See Article on Publisher Site

Abstract

Our study examines the effect of customer emotions and contact employee performance in creating encounter and relationship satisfaction. It investigates the performance of the contact employee from an interactive perspective by specifying the employee performance into employee-specific and interaction-induced behaviors, using a multilevel approach. Our results reveal a significant influence of positive emotions on both types of satisfaction and no significant impact of negative emotions. Furthermore, our study identifies that not all of the employee behaviors that influence encounter satisfaction also influence relationship satisfaction. Additionally, results of the study demonstrate that specifying employee performance into employee-specific and interaction-induced behaviors allows a better understanding of customer encounter and relationship satisfaction.

Journal

Journal of Business ResearchElsevier

Published: Apr 1, 2004

References

  • Consumers' emotional responses to service encounters: the influence of the service provider
    Price, L.L.; Arnould, E.J.; Deibler, S.L.
  • Services marketing
    Zeithaml, V.A.; Bitner, M.J.

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