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Antecedents and effects of customer-service employee attachments on customer-company identification and word-of-mouth: the case of Cheong in South Korea

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  • Seong Do Cho
  • Kyoungeun Kim
  • Daekwan Kim

Abstract

Among the critical areas in services research is the role played by the relationship between customers and service employees. However, the ways in which customer-service employee attachments affect customer-company relationship and corporate loyalty such as word-of-mouth is unclear. Furthermore, there is a tendency to overlook personal and relational characteristics that influence customer-service employee attachments. This study empirically examined the antecedents and consequences of customer-service employee attachments in the context of a collectivistic culture. Specifically, this research investigated the effects of relationship period, consumer relationship proneness, customer orientation and relational benefits on customer-service employee attachments by using survey data collected from beauty salon customers in South Korea. The study also empirically tested customer-service employee attachments' positive influence on customer-company identification and word-of-mouth. The results support most of our hypotheses. This study offers some meaningful insights into the roles played by customer-service employee attachment in collectivistic cultures.

Suggested Citation

  • Seong Do Cho & Kyoungeun Kim & Daekwan Kim, 2015. "Antecedents and effects of customer-service employee attachments on customer-company identification and word-of-mouth: the case of Cheong in South Korea," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 25(1), pages 91-105, January.
  • Handle: RePEc:taf:jgsmks:v:25:y:2015:i:1:p:91-105
    DOI: 10.1080/21639159.2014.984889
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    Cited by:

    1. Wang, Huanzhang & Kim, Kyung Hoon & Ko, Eunju & Liu, Honglei, 2016. "Relationship between service quality and customer equity in traditional markets," Journal of Business Research, Elsevier, vol. 69(9), pages 3827-3834.
    2. Park, Min-Sook & Shin, Jong-Kuk & Ju, Yong, 2019. "Attachment styles and electronic word of mouth (e-WOM) adoption on social networking sites," Journal of Business Research, Elsevier, vol. 99(C), pages 398-404.

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