Friendliness, Helpfulness and Respectfulness:The effect of employee attributes on customer satisfaction

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	Friendliness, Helpfulness and Respectfulness:The effect of employee attributes on customer satisfaction
	Yan, L; Liu, T. C.
	2014-06-01
Source Publication	Proceedings of Academy of International Business 2014 Annual Meeting
Publication Place	Michigan, USA
Publisher	Academy of International Business
Abstract	This study aims to investigate how the three employee-attributes (displayed positive emotion, employee helpfulness and respectfulness) influence customer satisfaction in service industry. The authors conducted an experiment based on 2x2x2 factorial design. 242 valid samples were collected in China in 2013. ANOVA and ANIMP were used to test the hypotheses. Results show that employee friendliness, helpfulness and respectfulness are all positively related to customer satisfaction. The impact of respectfulness is the strongest in Chinese interaction. In addition, the effect of friendliness is contingent upon the level of helpfulness. The effect of helpfulness can be significantly higher when respectfulness is high rather than low.
Keyword	Service marketing Emerging economies Customer Satisfaction Service Encounter Confucianism
URL	View the original
Language	英語English
The Source to Article	PB_Publication
PUB ID	12302
Document Type	Conference paper
Collection	CENTRE FOR CONTINUING EDUCATION
Corresponding Author	Liu, T. C.
Recommended Citation GB/T 7714	Yan, L,Liu, T. C.. Friendliness, Helpfulness and Respectfulness:The effect of employee attributes on customer satisfaction[C], Michigan, USA:Academy of International Business, 2014.
APA	Yan, L., & Liu, T. C. (2014). Friendliness, Helpfulness and Respectfulness:The effect of employee attributes on customer satisfaction. Proceedings of Academy of International Business 2014 Annual Meeting.

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