The dynamic role of rapport on satisfaction–commitment relationship: Testing alternative models
The dynamic role of rapport on satisfaction–commitment relationship: Testing alternative models
About this item
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Publisher
Bradford: Emerald Group Publishing Limited
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Language
English
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Publisher
Bradford: Emerald Group Publishing Limited
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Scope and Contents
Contents
PurposeThis study aims to capture the mediation role of customer–frontline employee rapport on customer satisfaction and affective, calculative and normative commitment by using three alternative models. It also verifies the moderation effect of relationship age on the rapport-satisfaction link in each alternative model.Design/methodology/approachT...
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Full title
The dynamic role of rapport on satisfaction–commitment relationship: Testing alternative models
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TN_cdi_proquest_journals_2408477661
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/TN_cdi_proquest_journals_2408477661
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ISSN
0265-2323
E-ISSN
1758-5937
DOI
10.1108/IJBM-01-2020-0005
