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Keywords: Relationship commitment
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Journal Articles
Journal of Service Theory and Practice (2019) 29 (5-6): 610–638.
Published: 28 October 2019
... as the key drivers of employee engagement (EE). It also examines the effects of EE on customer engagement (CE) and, in turn, on relationship commitment and switching intention. Design/methodology/approach Data were collected through a structured survey of service employees and customers of 69 bank...
