The Effect of Employee Behavior on Customer Participation——A Model Construction

DOI

10.2991/icassr-14.2014.8How to use a DOI?

Keywords

service employee behavior, customer emotion, customer participation

Abstract

Because customer participation is inevitable, so customer participation can be influenced by enterprise, customer itself and the service employee. According to the service encounter theory, social interaction theory and “Stimulus-Organism-Response” model, service employee behavior will have an impact on customer participation in service encounter and this impact plays a role through customer emotions. This paper reviews research literature about the impact of service employee behavior on customer participation based on the perspective of customer emotion, and constructs a theory model in which customer emotion is as intermediary.

Copyright

© 2014, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Yufei Zhao
PY  - 2014/07
DA  - 2014/07
TI  - The Effect of Employee Behavior on Customer Participation——A Model Construction
BT  - Proceedings of the 2nd International Conference on Applied Social Science Research
PB  - Atlantis Press
SP  - 27
EP  - 30
SN  - 1951-6851
UR  - https://doi.org/10.2991/icassr-14.2014.8
DO  - 10.2991/icassr-14.2014.8
ID  - Zhao2014/07
ER  -