As the focus of relationship marketing, customer relationship may occur at the enterprise level, as well as the interpersonal level, and in some cases, the interpersonal level relationship may even go beyond the enterprise level relationship and become more important. This phenomenon exists not only in the B2B field, but also abounds in the B2C field, especially in the service business. However, there is not much research of interpersonal relationship in service sector. The existing research is mainly about salesman or business agent in retailing. After literature review we choose "bonds" and "customer commitment" as the main variables, and divide bonds into two kinds according to different connecting subjects: enterprise bonds and personal bonds, and based on this we put forward the mechanism model of personal bonds affecting customer commitment to the enterprise so as to guide managers to maintain better customer relationship by making good use of the interpersonal relationship, and to effectively reduce the risk which the turnover of key personnel brings to the enterprise.

Abstract. This study examines the interpersonal relationship between Customers and Staff in professional service in China, which differs from the Chinese "Gunxi" in the B2B field. Based on the attitude theory, this study examines the interpersonal relationship between customer and staff from both cognitive and emotional aspects. Three dimensions are proposed: Closeness, Liking and Overall Recognition, and then a conceptual model between the interpersonal relationship and customer commitment is constructed. Both the scale and the model are tested with nation-wide data. The results show that interpersonal relationship has an impact on customers' firm commitment directly and through staff trust and staff commitment indirectly. Theoretical and practical contributions of the results are discussed.