Unravelling the Dynamics of Customer Attachment to Service Firms and Frontline Employees

Selma Kadic-Maglajlic; Milena  Micevski; Maja Arslanagić-Kalajdžić; Mohamed Sobhy Temerak; Nick Lee

Unravelling the Dynamics of Customer Attachment to Service Firms and Frontline Employees

Selma Kadic-Maglajlic^*, Milena Micevski, Maja Arslanagić-Kalajdžić, Mohamed Sobhy Temerak, Nick Lee

^*Corresponding author for this work

Department of Marketing

Research output: Chapter in Book/Report/Conference proceeding › Conference abstract in proceedings › Research › peer-review

Abstract

This study integrates relational theory with attachment theory to explore how customers' attachment styles influence their loyalty to organizations and individual employees, with a focus on the impact of preferential treatment.

Original language	English
Title of host publication	2024 AMA Summer Academic Conference. Proceedings : Reconnecting with Humanity: Marketing’s Role in Promoting Responsible Technology While Serving People
Editors	Sertan Kabadayi, Myla Bui, Lauren S. Grewal
Number of pages	3
Place of Publication	Chicago
Publisher	American Marketing Association
Publication date	2024
Pages	610-612
ISBN (Print)	9780877570219
Publication status	Published - 2024
Event	2024 AMA Summer Academic Conference: Reconnecting With Humanity: Marketing’s Role in Promoting Responsible Technology While Serving People - Boston, United States Duration: 16 Aug 2024 → 18 Aug 2024 Conference number: 35 https://www.ama.org/events/academic/2024-ama-summer-academic-conference/

Conference

Conference	2024 AMA Summer Academic Conference
Number	35
Country/Territory	United States
City	Boston
Period	16/08/2024 → 18/08/2024
Internet address	https://www.ama.org/events/academic/2024-ama-summer-academic-conference/

Series	AMA Academic Conference Proceedings
Volume	35

Access to Document

https://www.ama.org/wp-content/uploads/2024/08/2024-Summer-AMA-Proceedings_August_21_2024.pdfLicence: Unspecified

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Cite this

Kadic-Maglajlic, S., Micevski, M., Arslanagić-Kalajdžić, M., Temerak, M. S., & Lee, N. (2024). Unravelling the Dynamics of Customer Attachment to Service Firms and Frontline Employees. In S. Kabadayi, M. Bui, & L. S. Grewal (Eds.), 2024 AMA Summer Academic Conference. Proceedings: Reconnecting with Humanity: Marketing’s Role in Promoting Responsible Technology While Serving People (pp. 610-612). American Marketing Association. https://www.ama.org/wp-content/uploads/2024/08/2024-Summer-AMA-Proceedings_August_21_2024.pdf

Kadic-Maglajlic, Selma ; Micevski, Milena ; Arslanagić-Kalajdžić, Maja et al. / Unravelling the Dynamics of Customer Attachment to Service Firms and Frontline Employees. 2024 AMA Summer Academic Conference. Proceedings: Reconnecting with Humanity: Marketing’s Role in Promoting Responsible Technology While Serving People . editor / Sertan Kabadayi ; Myla Bui ; Lauren S. Grewal. Chicago : American Marketing Association, 2024. pp. 610-612 (AMA Academic Conference Proceedings, Vol. 35).

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title = "Unravelling the Dynamics of Customer Attachment to Service Firms and Frontline Employees",

abstract = "This study integrates relational theory with attachment theory to explore how customers' attachment styles influence their loyalty to organizations and individual employees, with a focus on the impact of preferential treatment. ",

author = "Selma Kadic-Maglajlic and Milena Micevski and Maja Arslanagi{\'c}-Kalajd{\v z}i{\'c} and Temerak, {Mohamed Sobhy} and Nick Lee",

year = "2024",

language = "English",

isbn = "9780877570219",

series = "AMA Academic Conference Proceedings",

publisher = "American Marketing Association",

pages = "610--612",

editor = "Sertan Kabadayi and Myla Bui and Grewal, {Lauren S.}",

booktitle = "2024 AMA Summer Academic Conference. Proceedings",

address = "United States",

note = "2024 AMA Summer Academic Conference ; Conference date: 16-08-2024 Through 18-08-2024",

url = "https://www.ama.org/events/academic/2024-ama-summer-academic-conference/",

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Kadic-Maglajlic, S , Micevski, M, Arslanagić-Kalajdžić, M, Temerak, MS & Lee, N 2024, Unravelling the Dynamics of Customer Attachment to Service Firms and Frontline Employees. in S Kabadayi, M Bui & LS Grewal (eds), 2024 AMA Summer Academic Conference. Proceedings: Reconnecting with Humanity: Marketing’s Role in Promoting Responsible Technology While Serving People . American Marketing Association, Chicago, AMA Academic Conference Proceedings, vol. 35, pp. 610-612, 2024 AMA Summer Academic Conference, Boston, Massachusetts, United States, 16/08/2024. <https://www.ama.org/wp-content/uploads/2024/08/2024-Summer-AMA-Proceedings_August_21_2024.pdf>

Unravelling the Dynamics of Customer Attachment to Service Firms and Frontline Employees. / Kadic-Maglajlic, Selma ; Micevski, Milena ; Arslanagić-Kalajdžić, Maja et al.
2024 AMA Summer Academic Conference. Proceedings: Reconnecting with Humanity: Marketing’s Role in Promoting Responsible Technology While Serving People . ed. / Sertan Kabadayi; Myla Bui; Lauren S. Grewal. Chicago: American Marketing Association, 2024. p. 610-612 (AMA Academic Conference Proceedings, Vol. 35).

Research output: Chapter in Book/Report/Conference proceeding › Conference abstract in proceedings › Research › peer-review

TY - ABST

T1 - Unravelling the Dynamics of Customer Attachment to Service Firms and Frontline Employees

AU - Kadic-Maglajlic, Selma

AU - Micevski, Milena

AU - Arslanagić-Kalajdžić, Maja

AU - Temerak, Mohamed Sobhy

AU - Lee, Nick

N1 - Conference code: 35

PY - 2024

Y1 - 2024

N2 - This study integrates relational theory with attachment theory to explore how customers' attachment styles influence their loyalty to organizations and individual employees, with a focus on the impact of preferential treatment.

AB - This study integrates relational theory with attachment theory to explore how customers' attachment styles influence their loyalty to organizations and individual employees, with a focus on the impact of preferential treatment.

M3 - Conference abstract in proceedings

SN - 9780877570219

T3 - AMA Academic Conference Proceedings

SP - 610

EP - 612

BT - 2024 AMA Summer Academic Conference. Proceedings

A2 - Kabadayi, Sertan

A2 - Bui, Myla

A2 - Grewal, Lauren S.

PB - American Marketing Association

CY - Chicago

T2 - 2024 AMA Summer Academic Conference

Y2 - 16 August 2024 through 18 August 2024

ER -

Kadic-Maglajlic S , Micevski M, Arslanagić-Kalajdžić M, Temerak MS, Lee N. Unravelling the Dynamics of Customer Attachment to Service Firms and Frontline Employees. In Kabadayi S, Bui M, Grewal LS, editors, 2024 AMA Summer Academic Conference. Proceedings: Reconnecting with Humanity: Marketing’s Role in Promoting Responsible Technology While Serving People . Chicago: American Marketing Association. 2024. p. 610-612. (AMA Academic Conference Proceedings, Vol. 35).