Fatima, Johra Kayeser; Mascio, Rita Di; Quazi, Ali; … - In: International Journal of Bank Marketing 38 (2020) 4, pp. 917-932
Purpose: This study aims to capture the mediation role of customer–frontline employee rapport on customer satisfaction and affective, calculative and normative commitment by using three alternative models. It also verifies the moderation effect of relationship age on the rapport-satisfaction...