The Effect of Employee Behavior on Customer Participation——A Model Construction

Abstract

Because customer participation is inevitable, so customer participation can be influenced by enterprise, customer itself and the service employee. According to the service encounter theory, social interaction theory and ``Stimulus-Organism-Response{''} model, service employee behavior will have an impact on customer participation in service encounter and this impact plays a role through customer emotions. This paper reviews research literature about the impact of service employee behavior on customer participation based on the perspective of customer emotion, and constructs a theory model in which customer emotion is as intermediary.