Does frontline employee friendliness during service delivery still matter in the current era? Revisiting its dimensionality effects on brand outcome
Recently, digitalization has caused service providers to focus on service delivery excellence to build robust brands. Hence, the purpose of this study is to revisit the effects of four dimensions of frontline employee friendliness on brand identification and repurchase intent. This study utilized a...
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| Format: | Article |
| Language: | English |
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Palgrave Macmillan
2025
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| Online Access: | http://psasir.upm.edu.my/id/eprint/121153/ http://psasir.upm.edu.my/id/eprint/121153/1/121153.pdf |