Purpose – This paper aims to report a study that focuses on the moderating role of involvement in the relationships between customer contact employees' customer orientation and service quality perceptions and satisfaction. Design/methodology/approach – A sample of 869 consumers is drawn from...

A plethora of research has investigated the impact of the frontline employee on the customer, with the consensus that employees can have a tremendous impact on the customer. What remains to be discovered is the extent to which this relationship exists in the reverse. Utilizing broaden-and-build...