The impact on customer satisfaction to contribute employee’s burnout in the customers’ reactions
محل انتشار: چهارمین کنفرانس ملی پژوهش در حسابداری و مدیریت
سال انتشار: 1399
نوع سند: مقاله کنفرانسی
زبان: انگلیسی
مشاهده: 439
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شناسه ملی سند علمی:
MANAGECONF04_066
تاریخ نمایه سازی: 22 مرداد 1399
چکیده مقاله:
This research examines the impact on customer satisfaction to contribute employee’s burnout in the customers’reactions. An experimental approach was used in contributing employee’s burnout (absent vs. present) and the service performance level (low vs. high) were the manipulated factors. Our findings offer further support of a general notion of emotional mediation identified in studies of the impact of employee behavior on customers’ overall evaluations. The results show that contribute employee’s burnout had a negative impact on customer satisfaction, that this effect was mediated by customers’ appraisals of the employee s emotional state, and that the effect was stronger under the condition of low service performance.
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نویسندگان
Soheila moradi
Department of management, kermanshah science and Research Branch, Islamic Azad University, kermanshah ،Iran