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.