Author(s)

Gefen Zhou, Yan Liu ,Dongyi Luo

Corresponding Author

Gefen Zhou

Abstract

In the service-oriented Hotel industry, customer-employee interaction directly affects customer experience. From the customer's point of view, this paper introduces social support variables and constructs the relationship model of customer-employee interaction, social support and customer behavior intention. A total of 245 valid questionnaires were collected from high-star hotel customers. Structural equation model was used to analyze the data. Research shows that customer-employee interaction has a significant positive impact on behavioral intention and social support; social support has a significant positive impact on behavioral intention; social support has a mediating effect between customer-employee interaction and behavioral intention.

Keywords

Customer-employee interaction; Social support; Behavioral intention