The impact of service employee’s displayed positive emotions on consumers’ perceived service quality, consumer satisfaction, and purchase intention: the mediating effects of physical attractiveness.

• Main Authors: Wei-Lun Feng, 馮偉倫
• Other Authors: I. C. Lee
• Format: Others
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/20835339721063107741

碩士 === 長庚大學 === 工商管理學系 === 99 === The purpose of this study is to explore the relationship among service employee’s displayed positive emotions, physical attractiveness, consumers’ perceived service quality, consumer satisfaction, and purchase intention. A total of 124 valid paired samples from 65 Spoty shops are collected. The result shows that service employee’s displayed positive emotions has positive relationship with physical attractiveness, and service employee’s displayed positive emotions and physical attractiveness have positive relationship with consumers’ perceived service quality, consumer satisfaction, and purchase intention. In addition, we find that service employee’s physical attractiveness has the partial mediating effect between service employee’s displayed positive emotions with consumers’ perceived service quality and consumer satisfaction, and has fully mediating effect between service employee’s displayed positive emotions with consumers’ purchase intention. It may imply that service employee’s physical attractiveness is a critical factor of purchase intention.