It is widely acknowledged that service quality is profoundly affected by the service providers with the frontline employees playing a critical role in providing customer satisfaction (e.g., Bacon 2012 ; Dagger et al. 2013 ). Achieving customer satisfaction through superior service is a strategy that service providers such as retail banks strive to pursue (Frey et al. 2013 ). Prior literature showed that the intangible nature of services is critical determinants in creating customer satisfaction (Dagger et al. 2013 ). More recently, Keh et al. ( 2013 ) concluded that the simultaneous and interactive effects of different employee attributes collectively drive customer satisfaction. However, what is lacking in the literature is the relative importance of different attributes and interaction effects among them in different physical and cultural service settings (Dagger et al. 2013 ). This study builds on this stream of research to investigate the relative and interactive effects of three employee attributes, namely friendliness, helpfulness, and respectfulness on customer satisfaction with the employee in the Chinese banking industry.