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Flashcards in Zablah - Shared Frontline Experience Deck (2)
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1
Q

Shared frontline experience

A

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

2
Q

SFE Framework & Hypothesis

A

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