An Empirical Study on the Interpersonal Relationship between Customers and Staff in Professional Services in China
Shunan Song, Raymond Liu, Dahai Dong
Available Online May 2017.
- https://doi.org/10.2991/ichssr-17.2017.24How to use a DOI?
- IRCS, Staff trust, Staff commitment, Firm commitment.
- This study examines the interpersonal relationship between Customers and Staff in professional service in China, which differs from the Chinese "Gunxi" in the B2B field. Based on the attitude theory, this study examines the interpersonal relationship between customer and staff from both cognitive and emotional aspects. Three dimensions are proposed: Closeness, Liking and Overall Recognition, and then a conceptual model between the interpersonal relationship and customer commitment is constructed. Both the scale and the model are tested with nation-wide data. The results show that interpersonal relationship has an impact on customers' firm commitment directly and through staff trust and staff commitment indirectly. Theoretical and practical contributions of the results are discussed.
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
TY - CONF AU - Shunan Song AU - Raymond Liu AU - Dahai Dong PY - 2017/05 DA - 2017/05 TI - An Empirical Study on the Interpersonal Relationship between Customers and Staff in Professional Services in China BT - Proceedings of the 2017 3rd International Conference on Humanities and Social Science Research (ICHSSR 2017) PB - Atlantis Press SP - 116 EP - 124 SN - 2352-5398 UR - https://doi.org/10.2991/ichssr-17.2017.24 DO - https://doi.org/10.2991/ichssr-17.2017.24 ID - Song2017/05 ER -