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- W3021556983 abstract "This study investigates the influence of the interpersonal bond between customers and service employees on measures of service evaluation in a cafe setting. Specifically, the study examines the levels of perceived core service quality, service encounter satisfaction, value for money and customer loyalty associated with three levels of personal relationship under differing quality conditions. Using written vignettes to simulate a cafe situation, subjects rated their evaluation of the service when the service employee was either a friend, acquaintance or stranger. Between subject MANOVA analyses revealed that perceived core service quality, service encounter satisfaction and customer loyalty were all significantly influenced by the level of interpersonal bond. However value for money was not significantly influenced by the level of personal relationship. The influence of personal relationship on service evaluation was not affected by the level of core service quality. Implications of these findings are briefly discussed." @default.
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- W3021556983 date "2002-01-01" @default.
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- W3021556983 title "Impact of Interpersonal Bonds on Service Evaluation" @default.
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