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The Influence of Social Regard on the Customer–Service Firm Relationship: The Moderating Role of Length of Relationship

✍ Scribed by Estela Fernández Sabiote; Sergio Román

Publisher
Springer US
Year
2009
Tongue
English
Weight
261 KB
Volume
24
Category
Article
ISSN
0889-3268

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## Abstract This study examines the role of customer retention as a mediator in the service climate–firm performance chain. Using a predictive design that involves data collected from 1,500 automotive service stores from 12,518 employees and approximately 30,000 customers, a model linking service c