- Apply for Authority
- P-ISSN1738-3110
- E-ISSN2093-7717
- SCOPUS
ISSN : 1738-3110
Relationships among Employees' Communication, Customers' Positive Emotions and Quality of Life in Service Industry
Kim, Gyu-Bae
- Downloaded
- Viewed
Abstract
Purpose - There are many antecedences and consequences of the positive emotions of customers. The purpose of this research is to examine how Chinese service companies improve not only the positive emotions of customers but also the quality of life through effective verbal and nonverbal communication. Furthermore, we tried to analyze the moderating role of negative expectancy disconfirmation perceived by customers in those causal relationships among the variables. Research design, data, and methodology - The eight hypotheses were proposed and we tested them empirically in this research. Four hypotheses were about the relationship among communication, positive emotion, trust and quality of life. The other four hypotheses were about the moderating effect of negative expectancy disconfirmation in the causal relationships among four variables such as communication, positive emotion, trust and quality of life. A total of 356 samples who had visited the service companies in China were surveyed and 8 hypotheses were tested by empirical analysis using SPSS and AMOS. Results - The results of this research are as follows. First, positive verbal communication and nonverbal communication of employees in the service company have a positive effects on the positive emotions of customers. Second, positive emotion has a positive effect on the overall quality of life on the customer side as well as the trust on the corporate side. Third, negative expectancy disconfirmation perceived by customers has negative moderating effect in the causal relationship between employees' positive verbal communication and customers' positive emotion, and it also has a negative moderating role in the causal relationship between customers' positive emotion and overall quality of life. Conclusions - Based on these results, there can be such implications as follows. First, managers and employees of service companies can induce positive emotion of customers through effective communication. Second, service companies should try to improve not only the corporate-side performance like trust but also the customer-side performance like quality of life. Third, it will be significant for them to lower the level of negative expectancy disconfirmation for the purpose of improving not only the positive emotions of customers but also the quality of customers' life.
- keywords
- Communication, Positive Emotion, Trust, Quality of Life, Negative Expectancy Disconfirmation
Reference
Ahn, J., & Rho, T. (2016). Influence of customer-firm relationships on customer participation in the service industry, Service Business, 10(1), 113-133.
Andersen, P. H., & Kumar, R. (2006). Emotions, trust and relationship development in business relationships: A conceptual model for buyer-seller dyads. Industrial Marketing Management, 35(4), 522-535.
Atika, Q., Alireza, T., Ram, G. R., Glenn, H., & Craig, S. (2017). Assessing consumers' satisfaction and expectations through online opinions: Expectation and disconfirmation approach. Computers in Human Behavior, 75, 450-460.
Audrain P A., & Balague, C. (2008). The relationships between dissatisfaction, complaints and subsequent behavior in electronic marketplace. Advances in Consumer Research, 35, 50-61.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of The Academy of Marketing Science, 16(1), 74-94.
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation confirmation model. MIS Quarterly, 25(3), 351-370.
Chitturi, R., Raghunathan, R., & Mahajan. V. (2008). Delight by design: the role of hedonic versus utilitarian benefits. Journal of Marketing, 72(3), 48-63.
Cohn, M. A., Fredrickson, B. L., Brown, S. L., Mikels, J. A., & Conway, A. M. (2009). Happiness unpacked: Positive emotions increase life satisfaction by building resilience. Emotion, 9(3), 361-368.
Dai, H., Luo, X., Liao, Q., & Cao, M. (2015). Explaining consumer satisfaction of services: The role of innovativeness and emotion in an electronic mediated environment. Decision Support Systems, 70(2015), 97–106.
Diener, E., Emmons, R. A., Larsen, R. J., & Griffin, S. (1985). The satisfaction with life scale. Journal of Personality Assessment, 49(1), 71-75.
Doney, P. M., & Cannon, J. P. (1997). Trust in buyer-seller relationships. Journal of Marketing, 61(2), 35-51.
Filieri, R., Alguezaui, S., & McLeaya, F. (2015). Why do travelers trust tripadvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth. Tourism Management, 51(2015), 174–185.
Forest, J., Mageau, G. A., Crevier-Braud, L., Bergeron, E., Dubreuil, P., & Lavigne, G. L. (2012). Harmonious passion as an explanation of the relation between signature srengths’use and well-being at work: Test of an intervention program. Human Relations, 65, 1233-1252.
Fornell, C., & Larcker, D. F. (1981), Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Fredrickson, B. L.. (2003). The value of positive emotions. American Scientist, 91(4), 330-335.
Gabbott, M.., & Hogg, G. (2000), An empirical investigation of the impact of non-verbal communication on service evaluation. European Journal of Marketing, 34(4), 384-398.
Gabbott, M.., & Hogg, G. (2001). The role of non-verbal communication in service encounters: A conceptual framework. Journal of Marketing Management, 17(1), 5-26.
Gaspar, R., Pedro, C., Panagiotopoulos, P., & Seibt, B. (2016). Beyond Positive or negative: qualitative sentiment analysis of social media reactions to unexpected stressful events. Computers in Human Behavior, 56, 179-191.
Gayathridevi, K. S. (2013). A study on nonverbal communication of salespersons and their service behavior towards customers in a sales encounter. Journal of Contemporary Research in Management, 8(4), 70-83.
Gefen, S., & Boudreau, M. (2000), Structural equation modeling and regression: Guidelines for research practice. Communications of the Association for Information Systems, 4(7), 51-79.
Hardius, U. (2015). Customers trust on islamic banks in indonesia. The Journal of Asian Finance, Economics and Business, 2(1), 5-13.
Hosmer, L. T. (1995). Trust: The connecting link between organizational theory and philosophical ethics. Academy of Management Review, 20(2), 379-403.
Jang, S. C., & Namkung, Y. (2009). Perceived quality, emotions, and behavioral intentions: Application of an extended mehrabian-russell model to restaurants. Journal of Business Research, 62(4), 451–460.
Jun, M., Kim, C. K.,, Han, J., Kim, M., & Kim, J. Y. (2014). Strong attachment to heroes: How does it occur and affect people’s self-efficacy and ultimately quality of life? Applied Research in Quality of Life, 25(3), 1-21.
Jung, E. Y., & Jung, Y. C. (2015). The meaning and effects of non-verbal communication: analysis of home shopping host’s non-verbal communication behavior. Korea Speech & Communication Association, 26(4), 42-84.
Jung, H. S., & Yoon, H. H. (2011). The effects of nonverbal communication of employees in the family restaurant upon customers’ emotional responses and customer satisfaction. International Journal of Hospitality Management, 30(3), 542–550.
Jurkiewicz, C. L.., & Giacalone, R. A. (2004). A value framework for measuring the impact of workplace spirituality on organizational performance. Journal of Business Ethics, 49(2), 129-142.
Kang, J., Tang, L.., & Fiore, A. M. (2014). Enhancing consumer –brand relationships on restaurant facebook fan pages:maximizing consumer benefits and increasing active participation. International Journal of Hospitality Management, 36, 145–155.
Kiefer, T. (2005). Feeling bad: antecedents and consequences of negative emotions in ongoing change. Journal of Organizational Behavior, 26(8), 875-897.
Kim, C. K., Jun, M., Han, J., Kim, M., & Kim, J. Y. (2013). antecedents and outcomes of attachment towards smartphone applications. International Journal of Mobile Communications, 11(4), 393-411.
Kim, H., Woo, E., & Uysal, M. (2015). Tourism experience and quality of life among elderly tourists. Tourism Management, 46, 465–476.
Kim, P. J. (2017). The analysis of the factors in customer trust and revisit decision in traditional market. The International Journal of Industrial Distribution &Business, 8(7), 71-81.
Kotler, P. Kartajaya, H., & Setiawan, I. (2016). Marketing 4.0. New Jersey: John Wiley and Sons.
Kwon N. K., & Lee, Y. J. (2015). Structural relationships between lifestyle attributes, positive emotion, and satisfaction: the case of university students who visit coffeehouses. Korean Journal of Culinary Research, 21(3), 116-129.
Lee, J. W. (2017). Critical factors affecting consumer acceptance of online health communication: An application of service quality models. The Journal of Asian Finance, Economics and Business, 4(3), 85-94.
Lee, M. C. (2010). Explaining and predicting users’continuance intention toward e-learning: An extension of the expectation–confirmation model. Computers &Education, 54(2), 506-516.
Lin, C. S., Wu, S., & Tsai, R. J. (2005). Integrating perceived playfulness into expectation-confirmation model for web portal context. Information & Management, 42, 683-693.
Lu, Y. B., Lu, Y. F., & Wang, B. (2012). Effects of dissatisfaction on customer repurchase decisions in e-commerce-an emotion-based perspective. Journal of Electronic Commerce Research, 13(3), 224-237.
Luhmann, N., & Wiley, J. (1979). Power and Trust. New York:Chichester.
Lyubomirsky, S., King, L., & Diener, E. (2005). The benefits of frequent positive affect: Does happiness lead to success. Psychological Bulletin, 131(6), 803−855.
McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121-137.
McHugo, G. J,, Lanzetta, J. T., Sullivan, D. G., Masters, R. D., & Englis, B. J. (1985). Emotional reactions to the expressive displays of a political leader. Journal of Personality and Social Psychology, 49(6), 1513-1529.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The Journal of Marketing, 2(1), 20-38.
Nunnally, J. C. (1978). Psychometric Testing. New York:McGraw Hill.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 25(2), 65-78.
Oliver, R. L. (1993). Cognitive, affective and affective base satisfaction response. Journal of Consumer Research, 20(3), 418-430.
Oluwafemi, A. S., & Dastane, O. (2016). The impact of word of mouth on customer perceived value for the malaysian restaurant industry. The East Asian Journal of Business Management, 6(3), 21-31.
Park J. H., & Kim, E. J. (2017). Living environment, musculoskeletal disorder and the decrease of work efficiency & quality of life. The International Journal of Industrial Distribution & Business, 8(7), 63-70.
Pugh, S. D. (2001). Service with a smile: emotional contagion in the service encounter. Academy of Management Journal, 44(5), 1018-1027.
Rose, G. M., Merchant, A., Orth, U. R., & Horstmann, F. (2016), Emphasizing brand heritage: does it work? and how?. Journal of Business Research, 69(2), 936–943.
Seetharaman, A., Saravanan, A. S., Patwa, N., & Bey. J. M. (2017). The impact of property management services on tenants’ satisfaction with industrial buildings. The Journal of Asian Finance, Economics and Business, 4(3), 57-73.
Shin, C. S., Hwang, G. S., Lee, H. W., & Cho, S. R. (2015).The impact of korean franchise coffee shop service quality and atmosphere on customer satisfaction and loyalty. The East Asian Journal of Business Management, 5(4), 47-57.
Son, K. A. (2015). The independent impacts of positive and negative attributes of disconfirmation on satisfaction and loyalty of university students. Management and Information Studies, 34(1), 163-178.
Song, Y. Hur, W. M., & Kim, M. (2012), Brand trust and affect in the luxury brand-customer relationship. Social Behavior and Personalty, 40(2), 331-338.
Sundaram, D. S., & Webster, C. (2000). The role of nonverbal communication in service encounters. Journal of Services Marketing, 14(5), 378-391.
Tsaur, S. H., Luoh, H. F., & Syue, S. S. (2015). Positive emotions and behavioral intentions of customers in full-service restaurants: does aesthetic labor matter? International Journal of Hospitality Management, 51, 115–126.
Valenzuela, S., Park, N., & Kee, K. F. (2009), Is there social capital in a social network site?: facebook use and college students’life satisfaction, trust, and participation. Journal of Computer Mediated Communication, 14(4), 875-901.
Vallerand, R. J. (2008). On the psychology of passion: in search of what makes people’s lives most worth living. Canadian Psychology, 49(1), 1-13.
Westbrook R. A. (1987). Product/consumption-based affective responses and post purchase processes. Journal of Marketing Research, 12(5), 258-270.
Woo E., Kim, H., & Uysa, M. (2015). Life satisfaction and support for tourism development. Annals of Tourism Research, 50, 84–97.
Worthington, R. L., Mobley, M., Franks, R. P., & Tan, J. A. (2000). Multicultural counseling competencies: Verbal content, counselor attributions and social desirability. Journal of Counseling Psychology, 47(4), 460-468.
Yi, S., & Su, S. (2014). A study of the factors that impact chinese consumers’ purchasing intent for high-tech products. The East Asian Journal of Business Management, 4(1), 37-40.
Yim, C. K., Kimmy W. C., Simon S., & Lam, K. (2012). Do customers and employees enjoy service participation? synergistic effects of self and other efficacy. Journal of Marketing, 76(6), 121-140.
Yoo, C. H., Kim, G. P., & Kwon, C. M. (2018). A study on brand trust and product attribute of the convenience store. The International Journal of Industrial Distribution & Business, 9(3), 81-87.
Yoon, S. H., Kim, S. B., Kim, J. R., & Yoo, Y. (2016). A study on the impact of consultants’ nonverbal communication on customer satisfaction, trust, and long-term relationship orientation of the client firm. Indian Journal of Science and Technology, 9(26), 1-8.
Zeelenberg, M., & Pieters, R. (2004). Beyond valence in customer satisfaction: a review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research, 57(4), 445–455.
- Downloaded
- Viewed
- 0KCI Citations
- 0WOS Citations