Direct and Indirect Effects of Commitment to a Service Employee on the Intention to Stay
研究顾客对服务员工的承诺如何影响其留任企业的意愿，发现对员工的承诺直接影响对企业的承诺，并间接影响留任意向。
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.