Transcription of Customer-Employee Rapport in Service Relationships
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Customer-Employee Rapport in Service Relationships
JOURNAL OF Service . Gremler, RESEARCH. Gwinner / August / Customer-Employee . 2000 Rapport . Customer-Employee Rapport in Service Relationships Dwayne D. Gremler Bowling Green State University Kevin P. Gwinner Kansas State University Relationships are an important aspect of doing business, of the Service ( , Crosby, Evans, and Cowles 1990; File and few businesses can survive without establishing solid and Prince 1993; Jain, Pinson, and Malhotra 1987). How- Relationships with their customers. Although the market- ever, in spite of the attention that Customer-Employee rela- ing literature suggests that personal Relationships can be tionships have received, little has been done to identify important to Service firms, little specificity has been pro- which components or dimensions of these Relationships vided as to which relational aspects should receive atten- have the strongest impact on outcomes favorable to the tion. In this study, the authors examine one specific aspect firm ( , customer satisfaction, loyalty, etc.)
JOURNAL OF SERVICE RESEARCH / August 2000Gremler, Gwinner / CUSTOMER-EMPLOYEE RAPPORT Customer-Employee Rapport in Service …
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