In order to understand the role played by interpersonal-related factors, as opposed to company-based factors, in developing customer loyalty, this paper empirically explores the impact of interpersonal relationships (both with a firm employee and with another customer) on the customer-to-firm relationship. Findings show that customer-to-employee and customer-to-customer relationships contribute differently to the development of the customer-to-firm relationship.
Relazioni Interpersonali e Customer Loyalty. Il caso dei Fitness Club
GUENZI, PAOLO;
2004
Abstract
In order to understand the role played by interpersonal-related factors, as opposed to company-based factors, in developing customer loyalty, this paper empirically explores the impact of interpersonal relationships (both with a firm employee and with another customer) on the customer-to-firm relationship. Findings show that customer-to-employee and customer-to-customer relationships contribute differently to the development of the customer-to-firm relationship.
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