brand loyalty

job characteristics

service employees

customer experience

customer loyalty

customer relationship

satisfaction loyalty

structural equation

customer service

customer engagement

Journal of Retailing and Consumer Services

This study empirically analyzes the relationship between customer bonding, customer participation, and customer satisfaction. It uses data from 804 VIP customers of South Korea's commercial banks. The hypotheses are tested using the structural equations modeling technique. The results show that social and structural bonding are the main antecedents of customer participation. Additionally, customer participation positively impacts customer participation value and worth. The findings also show that customer participation, customer participation value, and customer participation worth strongly and positively affect customer satisfaction. Furthermore, it finds that customer participation value and worth are essential mediators between customer participation and satisfaction.

Examining the relationship between customer bonding, customer participation, and customer satisfaction