%0 Journal Article
%T Customers¡¯ Responses to Employee Extra Attention
%A Yoshimasa Kageyama
%A Albert Barreda
%J Open Journal of Business and Management
%P 59-69
%@ 2329-3292
%D 2019
%I Scientific Research Publishing
%R 10.4236/ojbm.2019.71004
%X <div style=\"text-align:justify;\">
	Focusing on positive service experiences, this study examined the relation-ships among employee extra attention, customers delight, and customer re-purchase intentions. The target sample that had a positive interaction with an employee in the recent six months was invited to participate in the survey. The data analysis was performed in two steps: 1) Confirmatory Factor Analysis (CFA) and 2) Structural Equation Modeling (SEM). The results suggested that employees¡¯ extra attention affects customer delight. Subsequently, customer delight has a positive relationship with customer repurchase intentions. Furthermore, employee extra attention has a positive relationship with customer repurchase intentions. The finding of the study provides valuable implications for research and the industry regarding generating favorable customer repurchase intentions in positive service experiences.
</div>
%K Employee Extra Attention
%K Customer Delight
%K Customer Repurchase Intentions
%U http://www.scirp.org/journal/PaperInformation.aspx?PaperID=88803