Influence of customer service employee’s emotions on the customer’s purchase behaviour

• Autorzy: Wereda W. , Grzybowska M.

Identyfikatory

DOI

10.5604/18969380.1159100

Warianty tytułu

PL

Wpływ emocji pracownika ds. obsługi klienta na zachowania zakupowe klienta

• Języki publikacji: EN

Abstrakty

PL

Celem niniejszego artykułu jest podkreślenie związku, jaki istnieje pomiędzy emocjami pracownika działu obsługi klienta i zachowaniami zakupowymi klientów. Podsumowując, to klienci są tym elementem w łańcuchu biznesowym organizacji, który przynosi jej zysk dzięki dokonanym zakupom produktów i usług. Emocje pracownika wpływają na emocje klienta, a tym samym na jego poziom satysfakcji, a w efekcie przekładają się na zachowania zakupowe tego klienta.

Słowa kluczowe

EN

customer satisfaction; customer behavior; employee service; employee emotions

PL

satysfakcja klienta; zachowanie klienta; obsługa pracownika; emocje pracownika

• Wydawca: Wojskowa Akademia Techniczna im. Jarosława Dąbrowskiego
• Czasopismo: Nowoczesne Systemy Zarządzania
• Rocznik: 2013
• Tom: T. 8, nr 1
• Strony: 157--168
• Opis fizyczny: Bibliogr. 38 poz., rys.

Twórcy

autor

Wereda W.

• Wojskowa Akademia Techniczna, Wydział Cybernetyki

autor

Grzybowska M.

• Szkoła Główna Handlowa w Warszawie, Kolegium Gospodarki Światowej

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• Netografia
• [1] www.consafelogistics.com/knowledgecenter/articles/trend_customersatisfaction
• [2] www.einsteincollege.ac.in/assets/department/lecturer%20notes/mba/organizational%20behavior.pdf
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Uwagi

Opracowanie rekordu ze środków MNiSW, umowa Nr 461252 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2021).