How and when does top management interaction with customers impact customer satisfaction?

Purpose: This paper investigates the effect of top management’s customer interactions (TMCI) on customer satisfaction. The study argues that TMCI’s overall relationship with customer satisfaction follows an inverted-U shape due to its positive and disruptive effects on the customer relationship effo...

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Bibliographic Details
Main Author: Kemefasu Ifie
Format: Default Article
Published: 2023
Subjects:
Commerce, management, tourism and services
Top Management Customer Interactions
Frontline Service Employees
Collective Efficacy
Frontline Competence
Job Demands
Customer Satisfaction
Online Access:https://hdl.handle.net/2134/22015895.v1
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