Zablah - Shared Frontline Experience

Question 1

Shared frontline experience

Answer 1

Tendency of customer and frontline employee to undergo similar emotional response to events that occur within their exchange relationship.

Question 2

SFE Framework & Hypothesis

Answer 2

1 - Relationship closeness and personality similarity are positively related to SFE
2 - PS has an indirect positive effect on SFE mediated by relation closeness
3 - secure dyadic attachment style has a positive effect on rel. closeness
4 - dyadic attachment style moderates the positive effect of rel. closeness on SFE
5- SFE has a positive effect on on relationship sustain