Integrating Chinese cultural philosophies on the effects of employee friendliness, helpfulness and respectfulness on customer satisfaction

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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...

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Bibliographic Details
Main Authors:	Liu, M., Yan, L., Phau, Ian, Perez, A., Teah, Min
Format:	Journal Article
Published:	Emerald 2016
Online Access:	http://hdl.handle.net/20.500.11937/40891

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