Mechanisms linking employee affective delivery and customer behavioral intentions.

: 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.

[1]  Daniel O. Segall,et al.  Understanding and Assessing Nonverbal Expressiveness: The Affective Communication Test. , 1980 .

[2]  Alicia A. Grandey,et al.  Emotion regulation in the workplace: a new way to conceptualize emotional labor. , 2000, Journal of occupational health psychology.

[3]  K. Winsted,et al.  The service experience in two cultures: A behavioral perspective , 1997 .

[4]  N. Miller,et al.  Positive mood and helping behavior: a test of six hypotheses. , 1988, Journal of personality and social psychology.

[5]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[6]  Caroline A. Bartel,et al.  The Collective Construction of Work Group Moods , 2000 .

[7]  P. Totterdell,et al.  Evidence of mood linkage in work groups. , 1998 .

[8]  M. Holbrook,et al.  Illustrating a dynamic model of the mood‐updating process in consumer behavior , 2000 .

[9]  Alice N. Outerbridge,et al.  Impact of job experience and ability on job knowledge, work sample performance, and supervisory ratings of job performance , 1986 .

[10]  A. Parasuraman,et al.  The Behavioral Consequences of Service Quality , 1996 .

[11]  Alexander Vaninsky,et al.  Impact of waiting attribution and consumer's mood on perceived quality , 1995 .

[12]  A. Isen,et al.  Affect, accessibility of material in memory, and behavior: a cognitive loop? , 1978, Journal of personality and social psychology.

[13]  A. Mathur,et al.  Store environment and consumer purchase behavior: Mediating role of consumer emotions , 1997 .

[14]  E. Hirschman,et al.  The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun , 1982 .

[15]  H. Markus,et al.  Emotion and culture: Empirical studies of mutual influence. , 1994 .

[16]  P. Ekman,et al.  American-Japanese cultural differences in intensity ratings of facial expressions of emotion , 1989 .

[17]  Meryl P. Gardner,et al.  Mood States and Consumer Behavior: A Critical Review , 1985 .

[18]  Wei-Chi Tsai,et al.  Determinants and consequences of employee displayed positive emotions , 2001 .

[19]  Steven A. Taylor,et al.  An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions , 1994 .

[20]  Robert I. Sutton,et al.  Maintaining Norms about Expressed Emotions: The Case of Bill Collectors , 1991 .

[21]  C. Cooper,et al.  International review of industrial and organizational psychology , 1986 .

[22]  Stephen W. Brown,et al.  Consumer satisfaction and perceived quality: Complementary or divergent constructs? , 1994 .

[23]  L. Frederiksen,et al.  ORGANIZATIONAL BEHAVIOR MANAGEMENT , 1981 .

[24]  Anat Rafaeli,et al.  Busy stores and demanding customers: How do they affect the display of positive emotion? , 1990 .

[25]  F. Hesse,et al.  Store atmosphere, mood and purchasing behavior , 1997 .

[26]  S. Pugh,et al.  Service with a smile: Emotional contagion in the service encounter. , 2001 .

[27]  A. Wierzbicka.  Emotion, language, and cultural scripts. , 1994 .

[28]  Steven A. Taylor,et al.  Measuring Service Quality: A Reexamination and Extension , 1992 .

[29]  Mary Jo Bitner,et al.  Servicescapes: The Impact of Physical Surroundings on Customers and Employees: , 1992 .

[30]  Karl G. Jöreskog,et al.  Lisrel 8: User's Reference Guide , 1997 .

[31]  Beth Sulzer-Azaroff,et al.  An Assessment of the Relationship Between Customer Satisfaction and Service Friendliness , 1994 .

[32]  J. Teasdale,et al.  Diurnal variation in clinical depression and accessibility of memories of positive and negative experiences. , 1982, Journal of abnormal psychology.

[33]  B. Gutek,et al.  Distinguishing between service relationships and encounters , 1999 .

[34]  D. E. Headley,et al.  Measuring service quality and its relationship to future consumer behavior. , 1993, Journal of health care marketing.

[35]  R. Donovan.  Store atmosphere and purchasing behavior , 1994 .

[36]  A. Isen,et al.  The effect of feeling state on evaluation of positive, neutral, and negative stimuli: When you "accentuate the positive," do you "eliminate the negative"? , 1982 .

[37]  Murray R. Barrick,et al.  Conscientiousness and performance of sales representatives: Test of the mediating effects of goal setting. , 1993 .

[38]  William R. Swinyard,et al.  The Effects of Mood, Involvement, and Quality of Store Experience on Shopping Intentions , 1993 .

[39]  Frank J. Bernieri,et al.  Synchrony, pseudosynchrony, and dissynchrony: Measuring the entrainment process in mother-infant interactions. , 1988 .

[40]  D. MacInnis,et al.  Effects of Store Characteristics and In-Store Emotional Experiences on Store Attitude , 1998 .

[41]  Prashanth U. Nyer.  A study of the relationships between cognitive appraisals and consumption emotions , 1997 .

[42]  J. Fleiss,et al.  Intraclass correlations: uses in assessing rater reliability. , 1979, Psychological bulletin.

[43]  M. Lindell,et al.  A Revised Index of Interrater Agreement for Multi-Item Ratings of a Single Target , 1999 .

[44]  A. Gouldner.  THE NORM OF RECIPROCITY: A PRELIMINARY STATEMENT * , 1960 .

[45]  B. Skinner,et al.  Science and human behavior , 1953 .

[46]  Daniel C. Smith,et al.  The effects of situational factors on in-store grocery shopping behavior: The role of store environment and time available for shopping. , 1989 .

[47]  Blake E. Ashforth,et al.  Emotional Labor in Service Roles: The Influence of Identity , 1993 .