Abstract

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.

Department(s)

Hospitality Leadership

Document Type

Article

DOI

https://doi.org/10.4236/ojbm.2019.71004

Rights Information

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/

Keywords

employee extra attention, customer delight, customer repurchase intentions

Publication Date

11-28-2018

Journal Title

Open Journal of Business and Management

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