The promotional effect of interpersonal attraction of service employees on customer engagement in the S-D logic

Qinhai Ma (), Mengyi Li (), Guanghui Shi () and Tianshu Zhou ()
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Qinhai Ma: Northeastern University
Mengyi Li: Northeastern University
Guanghui Shi: Northeastern University
Tianshu Zhou: Shenyang University of Technology

SN Business & Economics, 2023, vol. 3, issue 11, 1-22

Abstract: Abstract Encouragement of customer engagement and positive customer behavior is one of the keys to recovery for hospitality companies in the post-epidemic era. Service employees are a valuable resource for business and have also received the attention of engagement studies. Thus, this study concentrated on service personnel and further investigated the impact of their interpersonal attraction on customer engagement. The method for data collection was a questionnaire, and the data were analyzed using SPSS 25.0 and Amos 21.0. The findings are as follows: customer engagement is positively influenced by physical, social, and task attractions; social distance reveals a mechanism for the effects of physical and social attractions, but not for task attraction; interpersonal sensitivity only positively moderates the effect of task attraction on customer engagement and does not significantly moderate the effect of physical attraction and social attraction. Overall, these results advance customer engagement research and provide hospitality businesses with guidelines for increasing customer engagement from the perspective of service personnel.

Keywords: S-D logic; Customer engagement; Interpersonal attraction; Social distance; Interpersonal sensitivity (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1007/s43546-023-00570-w

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