The influence of emotions displayed and personal selling on customer behaviour intention

作者：Wang Edward Shih Tse^*; Tsai Bi Kun; Chen Tzy Ling; Chang Shu Chun

来源：Service Industries Journal, 2012, 32(3): 353-366.

DOI：10.1080/02642069.2010.545392

• emotional labour
• personal selling
• purchase intention

The impact of employee performance on customer behavioural intentions and consumption behaviour is important to service marketers. In many service settings, service organizations require emotional display and personal selling to stay competitive in todays market. Based on a review of service literature, this study investigates the effect of emotions displayed and personal selling on customer purchase amount and re-patronage intention in convenience-goods retail service settings. This work applies mystery shopper methods to data collected from a Taiwan bakery chain. Analysis of the results from 519 responded questionnaires in this study reveal that positive emotions displayed by contact personnel are unrelated to consumption expenditure, but do affect re-patronage intention. Further, the results show that personal selling negatively influences consumption amount. This study suggests that service managers consider enhancing their emotional display perspective in human resource practices, and focus on performing personal selling as a consumer need, in different service industries.

• 出版日期2012