An Empirical Study on the Effects of Interpersonal Attraction in Customer-to-Customer Encounter Situations

Abstract
With the prosperity of service industries in past decades, service organizations devoted themselves to provide customers with better service experience. Numerous researches and reports have indicated that social interactions between customers and frontline employees play a critical role in determining customer satisfaction and long-term loyalty. In fact, many service encounters consist of more than one customer, but only a relatively small...
Paper Details
Title
An Empirical Study on the Effects of Interpersonal Attraction in Customer-to-Customer Encounter Situations
Published Date
Jan 1, 2015
Pages
15 - 15
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