Customer relationships with service personnel: do we measure closeness, quality or strength?

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Managing human resources for service excellence and cost effectiveness at Singapore Airlines (2008, background): “In addition, the strength of the customer-front-line employee relationship is often an important driver of customer loyalty (Bove and Johnson, 2001; Castro et al., 2004).”
How to win friendship and trust by influencing people’s feelings: An investigation of interpersonal affect regulation and the quality of relationships (2012, background): “We focus on these qualities because, according to Bove and Johnson (2001), they represent the best indicators of two of the key characteristics of high-quality interpersonal connections; friendship is the best indicator of the closeness of a connection, while trust is the best indicator of…”
Market and supplier characteristics driving distributor relationship quality in international marketing channels of industrial products (2008, background): “Although there has been considerable work on the conceptualization of relationship quality, the pertinent literature has not reached a general consensus on its constituents (Bove & Johnson, 2001; Naude & Buttle, 2000).”