The DOI matches its Crossref record; 18 of the 18 references it cites were found in a registry or an index.
Customer-Employee Rapport in Service Relationships
Abstract
Relationships are an important aspect of doing business, and few businesses can survive without establishing solid relationships with their customers. Although the marketing literature suggests that personal relationships can be important to service firms, little specificity has been provided as to which relational aspects should receive attention. In this study, the authors examine one specific aspect of customer-employee relationships, rapport, that they believe may be particularly salient in service businesses characterized by a high amount of interpersonal interactions. Rapport has received relatively little attention in the marketing literature; the goal of this study is to fill this gap in the literature. In two different service contexts, the authors find support for two empirically distinct dimensions of rapport. They also find a positive relationship between these dimensions and satisfaction, loyalty intent, and word-of-mouth communication. They conclude by suggesting future research directions for further academic inquiry of rapport in service contexts.
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Cited by
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002) · Journal of Service Research · doi:10.1177/1094670502004003006 · Cited by 2,301
Self-citationRelationship quality as a predictor of B2B customer loyalty
Rauyruen, P., & Miller, K. E. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2005.11.006 · Cited by 1,123
Service design for experience-centric services
Zomerdijk, L. G., & Voss, C. A. (2010) · Journal of Service Research · doi:10.1177/1094670509351960 · Cited by 960
Customer experience challenges: Bringing together digital, physical and social realms
Bolton, R. N., McColl-Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018) · Journal of Service Management · doi:10.1108/josm-04-2018-0113 · Cited by 849
The Evolution of Loyalty Intentions
Johnson, M. D., Herrmann, A., & Huber, F. (2006) · Journal of Marketing · doi:10.1509/jmkg.70.2.122 · Cited by 787
Metadata
- Authors
- Gremler, D. D., & Gwinner, K. P.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2000-08
- Volume
- 3
- Issue
- 1
- Pages
- 82-104
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2160783530
- Cited by
- 1,148
- References
- 18
- FWCI
- 19.21
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
