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Transforming Employee Engagement Into Long-Term Customer Relationships: Evidence from Information Technology Salespeople in Taiwan

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Abstract:

In this study, we found that when information salespeople in Taiwan perceived more transformational leadership, they were more likely to show increases in work engagement development over time. Furthermore, increases in work engagement development influenced increases in service performance development, which therefore positively predicts increases in customer relationship development over time.

Keywords: EMPLOYEE ENGAGEMENT; INFORMATION TECHNOLOGY SALESPEOPLE; LONG-TERM CUSTOMER RELATIONSHIPS; TAIWAN

Document Type: Research Article

DOI: http://dx.doi.org/10.2224/sbp.2012.40.9.1549

Publication date: October 1, 2012

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