The article presents a model for understanding the role of customers' commitment to service employees and their intention to stay with the firm. The model consists of two kinds of commitment—calculative and affective—to both the service employee and the service firm. The model is tested with a sample of bank customers. The findings support the direct effect of commitment to service employees on commitment to the service firm and the indirect effect on intention to stay.
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Hansen et al. (2003) studied this question.
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