Investigating the overall contribution of interpersonal relationship to customer-to-firm relationship: the case of key employe

The aim of this study is to assess the overall effect that customer satisfaction with a key service employee may have on customer loyalty to a service firm. In fact, according to our hypotheses, both positive and negative outcomes may arise from these relationships. A beloved deejay, for example, certainly helps the radio station in improving customer satisfaction, but customer loyalty to the radio might become more vulnerable in the case of that employee leaving the organization. The empirical analysis is based on a structural equation model in a sample of 167 Italian consumers.