Retailers are currently facing an ultra-competitive environment as consumers are foregoing 'brick-and-mortar' stores in favor of shopping online, taking advantage of discounts offered by Internet retailers. Retailers, in turn, are continually exploring how to increase patronage and spending in...

One of the critical areas in services marketing research is the role of the relationship between customer and service employee. However, how customer-service employee attachment affects customer-company relationships and corporate loyalty, such as through word of mouth, is unclear. Furthermore,...