The influence of service environments on customer emotion and service outcomes

Document Type : Research Paper

Author

Associate Professor, University of Ilam, Ilam, Iran

Abstract

This study examined the impact of emotion on customer service and service output deals. The main objective of this study was to investigate the impact of physical environment and social services, the excitement, satisfaction and behavioral intentions of customers and ultimately service outputs. The study of the physical environment has two dimensions and design of physical and social environment in terms of both staff and customers has been the thrill of risk. The population of this study includes customers of Melli Bank; the data was collected using questionnaire among 385 samples. The sample rate using the Cochrane statistical formula for infinite population and stage cluster sampling method is calculated. Data analysis was done by using structural equation modeling through LISREL and SPSS software. The research results show that employees’ update emotions have a significant relationship with client satisfaction and customers' positive emotions, but no relationship was found between these two variables and client terms. In contrast, a significant relationship was found to exist between environmental factors and design factors with customer satisfaction and positive emotion. Also, customer’s positive emotions have a direct relationship with customers’ behavioral tendencies and satisfaction and have a direct relationship with customer satisfaction and behavioral intentions of the customers was also confirmed.

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Main Subjects

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