The relationship of customer-employee bond with satisfaction, perceived value and behavioral intention

This study focuses on the relationships among customer-employee bond, customer satisfaction, perceived value and behavioural intent. The aim of the study is to detect the effects of bonds (friendship, familiarity, care, rapport and trust) between the customers and employees in the accommodations which are one of the most important shareholders of tourism sector on the customer satisfaction, perceived value and behavioural intent of customers. It is supposed that determining the dimension of the bond between customers and employees in the tourism field and detecting the effects of this bond on customers' behavioural intent from a multi-dimensional and holistic point of view will contribute considerably to the theory and application. Within this scope, the present study was carried out with 825 customers accommodating in the accommodations actively existing in the district of Fethiye. As a result of the study, it is detected that customer-employee bond belonging to the customers accommodating in the accommodations in Fethiye has a positive effect on perceived value and behavioural intent. It is seen that the bond between customers and employees has more effects on perceived value. It is detected that customer satisfaction has an effect on behavioural intent and also perceived value has effects on customer satisfaction and behavioural intent. Besides, it is identified that perceived value has a strong effect on customer satisfaction. Keywords: Customer-Employee Bond, Customer Satisfaction, Perceived Value, Behavioral Intent