An Empirical Study on the Effects of Mindfulness, Embodied Cognition, Behavioral Intention and Altruism on Job Satisfaction of Employees, Customer Satisfaction and Their Repurchase Intentions

Abstract

This article aimed to reveal the effects of four different psychological approaches for employees to be satisfied with their jobs and consequently to increase the customers' intentions to prefer them again. These four different approaches are mindfulness, embodied cognition, behavioral intention, and altruism. In the study, one concrete behavior that is thought to represent each of these four different approaches was tested. These behaviors are respectively feeling high energy (mindfulness), listening while with mouth slightly opened (embodied cognition), thinking of the self as eager to show high interest (behavioral intention), and asking questions (altruism). Theatrical applications were carried out with a total of 571 participants from 3 different profile groups (healthcare employees, automotive service employees and students) in an educational environment, with 4 different scenarios and 8 different versions and the results were statistically compared and analyzed. As a result of the research, it was determined that the four behaviors in question increased employees' job satisfaction, customers' satisfaction, and repurchase intentions, but that there were no significant differences between them in terms of their effects. This research shows that simple and individual attitude and behavior changes could lead to significant business outcomes such as customer loyalty.