Measures the strength of a customer's social bond with employees at a specific retail or service location. Importantly, the scale targets attachment to staff at a particular venue rather than to employees across a chain or to staff in general. Developed as part of a broader sense-of-place framework in which social bonds with employees represent one dimension driving place attachment and, in turn, customer loyalty behaviours such as word of mouth and reduced switching intentions.
Brocato, E.D., Baker, J., & Voorhees, C.M. (2015). Creating consumer attachment to retail service firms through sense of place. Journal of the Academy of Marketing Science, 43(2), 200-220.
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