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研究生:范亞莉
研究生(外文):ALEXANDRA VAN DER SCHAAR GIMÉNEZ
論文名稱:服務業員工情緒感染與顧客忠誠度之關係
論文名稱(外文):Employee’s Emotional Contagion and Customers’ Loyalty in Service Encounters
指導教授:黃愷平黃愷平引用關係
指導教授(外文):HUANG, KAI-PING
口試委員:楊長林黃建榮
口試委員(外文):YANG, CHANG-LINHUANG, CHIEN-JUNG
口試日期:2017-03-23
學位類別:碩士
校院名稱:輔仁大學
系所名稱:國際創業與經營管理學程碩士在職專班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:英文
論文頁數:29
中文關鍵詞:emotional contagionrapportcustomer’s satisfactiontrustloyalty intentions
外文關鍵詞:emotional contagionrapportcustomer’s satisfactiontrustloyalty intentions
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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.
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.
Index
Abstract....................................................................................................................I
Index ...................................................................................................................... II
Chapter I: Introduction ...........................................................................................1
Chapter II: Theoretical Framework........................................................................4
2.1 Emotional Contagion ....................................................................................4
2.2 Rapport..........................................................................................................5
2.3 Customer’s Satisfaction ................................................................................7
2.4 Trust ..............................................................................................................8
2.5 Loyalty ........................................................................................................10
Chapter III: Propositions and model.....................................................................14
3.1 Emotional Contagion and Rapport..............................................................14
3.2 Emotional Contagion and Customer’s Satisfaction ....................................14
3.3 Rapport and Customer’s Satisfaction..........................................................14
3.4 Customer’s Satisfaction and Trust ..............................................................15
3.5 Rapport and Trust........................................................................................15
3.6 Trust and Loyalty ........................................................................................16
Chapter IV: Conclusions ......................................................................................18
4.1 Conclusions .................................................................................................18
4.2 Limitations and future study outlines..........................................................19
Reference ..............................................................................................................21
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