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Employee experience and customer loyalty: Perceived authenticity and relational commitment as serial mediators

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We investigated the impact of employee experience on customer loyalty in the hospitality industry, focusing in particular on the serial mediating effects of perceived authenticity and relational commitment, and the moderating role of customer age. To test the proposed conceptual model, we conducted an online survey with 649 participants who had used restaurant services in the past month. Results showed that employee experience exerted a positive impact on customer loyalty. In addition, the relationship between employee experience and customer loyalty was sequentially mediated by perceived authenticity and relational commitment, and the older the customer age, the stronger were the serial mediating effects. Theoretical and practical implications are discussed, and suggestions provided for improving hospitality services.
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Keywords: CUSTOMER AGE; CUSTOMER LOYALTY; EMPLOYEE EXPERIENCE; HOSPITALITY INDUSTRY; PERCEIVED AUTHENTICITY; RELATIONAL COMMITMENT

Document Type: Research Article

Publication date: February 1, 2020

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