Lin, Jiun‐Sheng Chris; Hsieh, Chia‐Chuan - In: Journal of Service Management 22 (2011) 5, pp. 607-631
compliance in high‐contact service settings. Service friendship is included as a mediator between the antecedents and compliance …/methodology/approach – A research framework is proposed to suggest the antecedents and consequences of both service friendship and customer … provider's social skills, customer orientation, and expertise are positively related to service friendship and customer …