Effects of employee engagement on customer responses: Examining the mediating role of customer engagement
Drawing on emotional contagion theory, this study offers an integrated framework showing the effects of employee engagement (EE) on customer engagement (CE), repeat purchase and word-of-mouth (WOM). The data were collected from 65 employees and 352 customers of 28 retail stores using 2 separate surv...
| Main Authors: | , , |
|---|---|
| Format: | Journal Article |
| Published: |
2021
|
| Online Access: | http://hdl.handle.net/20.500.11937/86845 |