Liu, Matthew Tingchi; Yan, Li; Phau, Ian; Perez, Andrea; … - In: European Journal of Marketing 50 (2016) 3/4, pp. 464-487
Purpose This study aims to investigate the main and interactive effects of three employee attributes, namely, employee friendliness, helpfulness and respectfulness, on customer satisfaction in Mainland China. Design/methodology/approach A 2 × 2 × 2 between-subjects experimental design enabled...