Proceedings of the 2nd International Conference on Applied Social Science Research

The Effect of Employee Behavior on Customer Participation——A Model Construction

Authors
Yufei Zhao
Corresponding Author
Yufei Zhao
Available Online July 2014.
DOI
10.2991/icassr-14.2014.8How to use a DOI?
Keywords
service employee behavior, customer emotion, customer participation
Abstract

Because customer participation is inevitable, so customer participation can be influenced by enterprise, customer itself and the service employee. According to the service encounter theory, social interaction theory and “Stimulus-Organism-Response” model, service employee behavior will have an impact on customer participation in service encounter and this impact plays a role through customer emotions. This paper reviews research literature about the impact of service employee behavior on customer participation based on the perspective of customer emotion, and constructs a theory model in which customer emotion is as intermediary.

Copyright
© 2014, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 2nd International Conference on Applied Social Science Research
Series
Advances in Intelligent Systems Research
Publication Date
July 2014
ISBN
10.2991/icassr-14.2014.8
ISSN
1951-6851
DOI
10.2991/icassr-14.2014.8How to use a DOI?
Copyright
© 2014, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Yufei Zhao
PY  - 2014/07
DA  - 2014/07
TI  - The Effect of Employee Behavior on Customer Participation——A Model Construction
BT  - Proceedings of the 2nd International Conference on Applied Social Science Research
PB  - Atlantis Press
SP  - 27
EP  - 30
SN  - 1951-6851
UR  - https://doi.org/10.2991/icassr-14.2014.8
DO  - 10.2991/icassr-14.2014.8
ID  - Zhao2014/07
ER  -