服务接触中的情绪感染对消费者感知服务质量的影响研究  

The Impact of Emotional Contagion on Perceived Service Quality in Service Encounter

作　　者：银成钺[1] 

机构地区：[1]东北师范大学商学院,长春130117

出　　处：《软科学》2011年第11期128-131,144,共5页Soft Science

基　　金：国家自然科学基金项目(71072159);教育部人文社会科学基金项目(09YJC630031)

摘　　要：基于情绪感染理论和拉塞尔刺激反应模型,探讨了一线员工的情绪展示对顾客感知功能性质量的影响,并进一步对顾客情绪易感性在情绪感染中的调节作用进行了测量。通过神秘顾客的方式在零售、金融、餐饮等服务业企业进行了调研,结果发现一线员工的情绪展示不会直接影响感知功能性质量,而是通过正向影响顾客情绪中的愉悦,由愉悦情绪对感知质量产生正向影响,而且这种情绪感染的效果还要受到顾客情绪易感性的调节。另一方面,一线员工的情绪展示会负向影响顾客情绪中的唤醒,并通过唤醒程度负向影响其感知服务质量,但这种情绪感染的效果不受情绪易感性的调节。Based on emotional contagion theory and Mehrabian-Russell stimulus-response model, this paper discusses the impact of front line employee displayed emotions on customer perceived functional quality, and the moderate effect of emotional contagion is also measured. By using ＂mystery shopping＂ method, data was collected in retailing, financing, catering and other service industry. The findings show that employee displayed emotions have significant positive effect on customer pleasure, and customer pleasure has significant positive effect on perceived functional service quality, which means that employee displayed emotions will not influence perceived functional service quality directly. On the other hand, employee displayed emotions have significant negative effect on customer arousal, and customer arousal has significant negative effect on perceived functional service quality. Furthermore, the effect of emotional contagion will not be moderated by customer emotion susceptibility.

关 键 词：服务接触 情绪感染 感知服务质量 情绪易感性 

分 类 号：F713.50[经济管理—市场营销]