Abstract
Grounded in social exchange theory and service logic, this study investigates how customers’ evaluations of service experiences and interactions with employees and the resulting customer gratitude toward the firm mediate the positive relationship between employee engagement (EE) and customer engagement (CE). Using data from 423 employee–customer dyads, this study demonstrates that customer perceived value and employee–customer rapport serve as significant dual mediators between EE and customer gratitude toward the firm, which subsequently leads to CE. These findings advance the engagement literature by offering more granular evidence of mechanisms through which EE promotes CE, affording several insights for theory and practice.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.