The Antecedents and Consequences of Rapport between Customers and Salespersons in the Tourism Industry

This study examined the antecedents and consequences of rapport between customers salespersons in context duty-free shops. Specifically, this proposed six sub-dimensions service-dominant orientation (i.e., relational, ethical, individuated, empowered, concerted, developmental interactions). These dimensions have a positive influence on rapport. In addition, is hypothesized to aid formation customer satisfaction brand preference, which turn positively affects word-of-mouth communications. Data were collected from 649 Chinese shoppers who purchased product Korean shop. employed confirmatory factor analysis check adequacy measurement items structural equation modeling test 11 hypotheses. results indicated that five orientation, excluding individuated interaction, play an important role Furthermore, has effect The findings offer valuable insights for managers stores into most effective methods managing their operations providing appropriate blend products. paper contributes theoretical understanding area by improving acceptability commonly believed shopper behavior model.