Focusing on positive service experiences, this study examined the relationships among employee extra attention, customers delight, and customer repurchase intentions. The target sample that had a positive interaction with an employee in the recent six months was invited to participate in the survey. The data analysis was performed in two steps: 1) Confirmatory Factor Analysis (CFA) and 2) Structural Equation Modeling (SEM). The results suggested that employees’ extra attention affects customer delight. Subsequently, customer delight has a positive relationship with customer repurchase intentions. Furthermore, employee extra attention has a positive relationship with customer repurchase intentions. The finding of the study provides valuable implications for research and the industry regarding generating favorable customer repurchase intentions in positive service experiences.
Copyright © 2019 by authors and Scientific Research Publishing Inc. This work is licensed under the Creative Commons Attribution International License (CC BY 4.0).http://creativecommons.org/licenses/by/4.0/
employee extra attention, customer delight, customer repurchase intentions
Kageyama, Yoshimasa, and Albert Barreda. "Customers’ Responses to Employee Extra Attention." Open Journal of Business and Management 7, no. 01 (2018): 59.
Open Journal of Business and Management