The Effect of Customer-Employee Rapport on Customer Satisfaction and Behavioral Intention: A Study at Accommodation Facilities in Fethiye

Abstract

In this research, the effect of rapport, which is one of the dimensions of customeremployee bond, on customer satisfaction and behavioral intent was examined. A model was developed and tested for this purpose. Three hypotheses were formed for the model test, and the questionnaire was applied on 825 customers staying in the hotels of Fethiye that were selected by convenience sampling method from non-random sampling methods. As a method of analysis, a structural equality model was adopted. As a result of the model which was formed for the first time in the literature of tourism along with our study, it was determined that the rapport developing between the customers coming to accommodation businesses and employees positively affected the customer satisfaction and behavioral intent. It was also found that customer satisfaction positively affected the behavioral intent.