When and how frontline service employee authenticity influences purchase intentions
Abstract
In this manuscript, we investigate the central role of perceived frontline service employee (FSE) authenticity and the process by which it impacts purchase intentions, taking into account the represented brand's authenticity. While brand authenticity has previously been shown to enhance consumer outcomes, we find that FSE authenticity is a separate significant predictor of purchase intentions. Further, we find that FSE authenticity enhances...
Paper Details
Title
When and how frontline service employee authenticity influences purchase intentions
Published Date
Jun 1, 2020
Journal
Volume
114
Pages
111 - 123
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