Effects of employee engagement on customer responses: Examining the mediating role of customer engagement

Drawing on emotional contagion theory, this study offers an integrated framework showing the effects of employee engagement (EE) customer (CE), repeat purchase and word-of-mouth (WOM). The data were collected from 65 employees 352 customers 28 retail stores using 2 separate survey instruments. A dyadic set was created by matching with corresponding to each store. findings reveal that two key facets EE – dedication absorption positively influence CE, which eventually influences WOM purchase. In line balance CE is found fully mediate Furthermore, length service (ELS) moderate effects. Thus, extend theory providing empirical evidence supporting differential en route JEL Classification: M31