Retail transactions often involve interactions between a frontline employee (FLE) and a customer. This study investigates the impact of repeated customer interactions with the same FLE. Using transaction data from a large international car rental company, we show via instrumental variables...

In the retail service industry, employee engagement may play an important role in customer relationship management, as employees often interact directly with customers. This paper investigates the link between employee engagement and customer satisfaction. We analyze this potential link using a...