An empirical examination of the impact of tri-dyadic fit on the service experience

Purpose – The purpose of this paper is to investigate the customer’s perception of customer-firm, customer-employee, and employee-firm fit and to assess how these fits impact the service experience. Design/methodology/approach – The paper looks at the impact of fit on the service experience and focu...

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Bibliographic Details
Published in:International journal of service industry management 2016-06, Vol.27 (3), p.299-319
Main Authors: Anderson, Sidney T, Smith, Jeffery S
Format: Article
Language:English
Subjects:
Brand loyalty
Celebrities
Customer services
Employees
Hypotheses
Management
Management science & operations
Perceptions
Self image
Service industries
Service management
Structural equation modeling
Studies
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