The employee‐customer relationship quality

Purpose – In the highly competitive hotel industry, it is essential to encourage patterns of continuous repurchase and to retain customers. This may be achieved through the quality of the relationship established with them. The aim of the paper is to test a model of the antecedents and consequences of the quality of the employee‐customer relationship.Design/methodology/approach – Partial least squares (PLS) was used to assess the reliability/validity of the measures and make a causal‐predictive analysis.Findings – The results of the study are useful both for academics and practitioners: they add support for the proposed model and increase its potential for generalisation; results suggest a wide range of measures that hotel managers could undertake to develop and maintain employee‐customer relationship quality.Research limitations/implications – Future studies should test the model at different times, during other important events in the city and, of course, in other geographical areas. Also new variables ...

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