Multivariate Analysis of Employee Emotional Labor on Customer Reuse Intention of Express Delivery Enterprises

DOI

10.2991/978-94-6463-198-2_73How to use a DOI?

Keywords

Emotional labor; Perceived service quality; Customer satisfaction; Reuse intention; SEM; Bootstrap sampling

Abstract

At present, scholars have put forward many theoretical and empirical studies that affect customer intention. Taking express delivery enterprises as an example, this paper collects 217 valid questionnaire data from customers, uses structural equation model and Bootstrap interval estimation and other statistical methods in SPSS25.0 and AMOS26.0 to investigate the mechanism of front-line employees’ emotional labor to customer reuse intention from the perspective of customer perception, and discusses the mediating role of perceived service quality and customer satisfaction in the model. The results show that employees’ surface acting has no significant effect on customer perception of service quality and satisfaction, while deep acting and true expression positively affect customers’ perception of service quality and customer satisfaction, and then positively affect customer reuse intention; Perceived service quality and customer satisfaction play an intermediary role in employee emotional labor and customer reuse intention. The theoretical understanding of emotional labor and customer reuse intention was further deepened by multivariate statistical analysis method above, the results also helped express enterprises to improve customer relationship management mechanism from the perspective of employee emotional labor management.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Wei Li
PY  - 2023
DA  - 2023/08/10
TI  - Multivariate Analysis of Employee Emotional Labor on Customer Reuse Intention of Express Delivery Enterprises
BT  - Proceedings of the 2nd International Academic Conference on Blockchain, Information Technology and Smart Finance (ICBIS 2023)
PB  - Atlantis Press
SP  - 702
EP  - 713
SN  - 2589-4900
UR  - https://doi.org/10.2991/978-94-6463-198-2_73
DO  - 10.2991/978-94-6463-198-2_73
ID  - Li2023
ER  -