SCIRP Mobile Website
Paper Submission

Why Us? >>

  • - Open Access
  • - Peer-reviewed
  • - Rapid publication
  • - Lifetime hosting
  • - Free indexing service
  • - Free promotion service
  • - More citations
  • - Search engine friendly

Free SCIRP Newsletters>>

Add your e-mail address to receive free newsletters from SCIRP.

 

Contact Us >>

WhatsApp  +86 18163351462(WhatsApp)
   
Paper Publishing WeChat
Book Publishing WeChat
(or Email:book@scirp.org)

Article citations

More>>

Bettencourt, L.A. and Brown, S.W. (1997) Contact Employee: Relationships among Workplace Fairness, Job Satisfaction and Prosocial Service Behaviors. Journal of Retailing, 73, 39-61.
https://doi.org/10.1016/S0022-4359(97)90014-2

has been cited by the following article:

  • TITLE: Customers’ Responses to Employee Extra Attention

    AUTHORS: Yoshimasa Kageyama, Albert Barreda

    KEYWORDS: Employee Extra Attention, Customer Delight, Customer Repurchase Intentions

    JOURNAL NAME: Open Journal of Business and Management, Vol.7 No.1, November 28, 2018

    ABSTRACT: Focusing on positive service experiences, this study examined the relation-ships among employee extra attention, customers delight, and customer re-purchase 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.