Integrating Chinese cultural philosophies on the effects of employee friendliness, helpfulness and respectfulness on customer satisfaction
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 an e...
| Main Authors: | , , , , |
|---|---|
| Format: | Journal Article |
| Published: |
Emerald
2016
|
| Online Access: | http://hdl.handle.net/20.500.11937/40891 |