The impact of employees\' emotional conditions on customer satisfaction and loyalty with the mediating role of rapport (Case study: travelers of Hashemi Nezhad airport of Mashhad who use customs

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Abstract

Since each customer has its own expectations and opinions, we need to consider customer needs and expectations in order to recognize the main characteristics of customer satisfaction. Undoubtedly, the company who is faster and better in recognizing customer needs and demands and represent services beyond the customer expectation will be the winner. The aim of this study is to investigate the impact of emotional conditions of employees on customer satisfaction and loyalty with the mediating role of rapport. Employees' emotional conditions consist of two dimensions: evaluation of n and emotion control. This is a descriptive - survey and practical study. A questionnaire was used to collect data. Validity and reliability have been approved using content and construct validity and Cronbach alpha respectively. The population consists of passengers who use the customs service at Hashemi Nezhad airport of Mashhad. Data analysis has been done using SPSS and LISREL software. The data analysis of 384 respondents approved the mediating role of rapport in the relationship between emotional condition of employees and customer satisfaction and the relationship between emotional condition of employees and customer loyalty. Moreover, the emotional condition of employees has direct relationship with rapport, customer satisfaction, and loyalty. In addition, there are significant relationship between customer satisfaction and loyalty, as well as satisfaction and customer loyalty.

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  • Receive Date: 14 June 2016
  • Revise Date:
  • Accept Date: 14 June 2016

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