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Cited by 1,148

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

Gremler, Dwayne D., Gwinner, Kevin P.·2000·Journal of Service Research
DOI 10.1177/109467050031006
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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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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
DOI
10.1177/109467050031006
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.