The study investigates different roles (antecedent, mediator and moderator roles) of customer involvement in rapport and satisfaction. It is also designed to reveal the comparative impact of three types of relational benefits (confidential, social and special treatment benefits) on customer involvement.
FATIMA, J., & Razzaque, M. (2013). Roles of customer involvement in rapport and satisfaction. Asia Pacific Journal of Marketing and Logistics, 25(3), 452-471. https://doi.org/10.1108/APJML-09-2012-0092