Moon, Ji-Hwan; Kim, Bo-kyeong; Yang, Jae-Ho - In: Global business and finance review 29 (2024) 5, pp. 160-175
-isfaction (CS), as well as the effect of rapport established between the service provider and the customer on satisfaction. Design … impact on the formation of rapport with customers. The sub-factors of rapport, namely enjoyable interaction (EI) and personal … connection (PC), were also affected by HSQ. The rapport formed in this way had a significant positive effect on CS. Therefore …