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- W2023705787 abstract "In this study, a customer-to-employee (C–E) relationship construct is employed to test the antecedent role of C–E relationships in the development of customer-to-firm relationships. The authors propose a conceptual model of the relationships that are hypothesized to exist among the constructs of ‘rapport’, ‘relational benefits’, ‘affective commitment’, and ‘dedicational behaviours’ of customers with respect to full-service restaurants. This study demonstrates that rapport has a positive influence on customers' perceptions of relational benefits and that rapport and enhanced perceptions of relational benefits induce customers to develop affective commitment and form intentions to engage in dedicational behaviours towards restaurants." @default.
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- W2023705787 date "2010-01-04" @default.
- W2023705787 modified "2023-09-25" @default.
- W2023705787 title "The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships" @default.
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- W2023705787 doi "https://doi.org/10.1080/02642060802311286" @default.
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