THE EFFECT OF SERVICE CONTACT PERSONNEL ATTRIBUTES ON CUSTOMER SATISFACTION AND PURCHASE INTENTION

被引：0
|
作者：
Ghafeleh, Bashi Sara [1 ]
Heidarzadeh, Hanzaee Kambiz [1 ]
Hashem, Nikoumaram [1 ]
机构：
[1] Islamic Azad Univ, Sci & Res Branch, Dept Business Management, Tehran, Iran
来源：
MARKETING AND MANAGEMENT OF INNOVATIONS | 2016年 / 02期
关键词：
service of contact personnel attributes; customer satisfaction; purchase intention; high-contact service; displayed emotion;
D O I：
暂无
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
This article investigates the main and interactive effects of four service contact personnel attributes( physical attractiveness, displayed emotion, helpfulness or appropriateness of dress of service contact personnel) on customer satisfaction and purchase intention In study 1, using experimental method the data of 960 students in Tehran universities, Iran was collected by scenario-based questionnaire. In study 2, using the survey method the data of 264 customer of sport store in Tehran, Iran was collected by questionnaire. Finally, it was shown for enhancing customer satisfaction and purchase intention to ensure the success of retention strategies is highly dependent on the effectiveness of frontline employees.
引用
收藏
页码：59 / 72
页数：14
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