| 员工情绪劳动对顾客购买行为的影响机理 |
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| 引用本文： | 郝卫强,曾庆,钱易,王亚萍. 员工情绪劳动对顾客购买行为的影响机理[J]. 重庆理工大学学报(社会科学版), 2014, 0(3): 42-46 |
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| 作者姓名： | 郝卫强 曾庆 钱易 王亚萍 |
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| 作者单位： | [1]重庆理工大学管理学院,重庆400054 [2]重庆市第八中学,重庆400030 |
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| 基金项目： | 重庆市高校创新团队建设计划资助. |
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| 摘 要： | 基于情绪感染理论,分析员工情绪劳动对顾客购买意向的影响机理.研究结果表明：员工情绪劳动通过感染顾客情绪,进而影响顾客对服务的感知和评价,最终导致顾客购买意向发生改变.员工情绪劳动对顾客购买意向影响的路径,能为企业营销活动提供理论启示和实践参考.
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| 关 键 词： | 情绪感染 情绪劳动 服务质量 感知价值 购买意向 |
Empirical Study of the Influence of Emotional Labor on Consumer Purchase Intention |
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| HAO Wei-qiang,ZENG Qing,QIAN Yi,WANG Ya-ping. Empirical Study of the Influence of Emotional Labor on Consumer Purchase Intention[J]. Journal of Chongqing Institute of Technology, 2014, 0(3): 42-46 |
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| Authors: | HAO Wei-qiang ZENG Qing QIAN Yi WANG Ya-ping |
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| Affiliation: | 1. School of Management, Chongqing University of Technology, Chongqing 400054, China; 2. Chongqing NO. 8 Middle School, Chongqing 400030, China) |
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| Abstract: | Based on emotional contagion theory, this paper analyzed how the employee＇ s emotional labor affects the consumer purchase intention. This analysis points out that employee＇ s emotional la-bor infects customer through emotion, affects customer＇ s perception and evaluation of services, and e-ventually leads to customer purchase intention change. motional labor impact on customer purchase intention, marketing activities of enterprises. This paper explores the path of employee＇ s e-and provides theory and practice reference for |
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| Keywords: | emotional contagion emotional labor service quality perceived value purchase intention |
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