Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality
This study investigates the indirect effect of employee empathy (EE) on customer loyalty (CL) and loyalty outcomes through intervening variables, i.e. customer affective commitment, perceived service quality, and customer satisfaction (CS). Associations between the constructs of the proposed model a...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Taylor & Francis Group
2018-01-01
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| Series: | Cogent Business & Management |
| Subjects: | |
| Online Access: | http://dx.doi.org/10.1080/23311975.2018.1491780 |
| _version_ | 1823947104074072064 |
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| author | Waseem Bahadur Saira Aziz Salman Zulfiqar |
| author_facet | Waseem Bahadur Saira Aziz Salman Zulfiqar |
| author_sort | Waseem Bahadur |
| collection | DOAJ |
| description | This study investigates the indirect effect of employee empathy (EE) on customer loyalty (CL) and loyalty outcomes through intervening variables, i.e. customer affective commitment, perceived service quality, and customer satisfaction (CS). Associations between the constructs of the proposed model are examined in the context of employee–customer interactions. Data were collected through the online survey from 360 useable responses collected from active users of telecommunication services from the province of Anhui, China. To test the model, structural equation modeling was applied by using AMOS 21. The findings confirm the positive and indirect effect of EE on CL and loyalty outcomes (i.e. positive word-of-mouth and repurchase intentions). Results of the present study provide insights for the service sector, specifically telecommunication sector in order to increase CS and loyalty toward the services. |
| first_indexed | 2024-12-17T09:41:49Z |
| format | Article |
| id | doaj.art-12794b678c52478e8956e78ed080193f |
| institution | Directory Open Access Journal |
| issn | 2331-1975 |
| language | English |
| last_indexed | 2024-12-17T09:41:49Z |
| publishDate | 2018-01-01 |
| publisher | Taylor & Francis Group |
| record_format | Article |
| series | Cogent Business & Management |
| spelling | doaj.art-12794b678c52478e8956e78ed080193f2022-12-21T21:53:51ZengTaylor & Francis GroupCogent Business & Management2331-19752018-01-015110.1080/23311975.2018.14917801491780Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service qualityWaseem Bahadur0Saira Aziz1Salman Zulfiqar2University of Science and Technology of ChinaUniversity of Science and Technology of ChinaUniversity of Science and Technology of ChinaThis study investigates the indirect effect of employee empathy (EE) on customer loyalty (CL) and loyalty outcomes through intervening variables, i.e. customer affective commitment, perceived service quality, and customer satisfaction (CS). Associations between the constructs of the proposed model are examined in the context of employee–customer interactions. Data were collected through the online survey from 360 useable responses collected from active users of telecommunication services from the province of Anhui, China. To test the model, structural equation modeling was applied by using AMOS 21. The findings confirm the positive and indirect effect of EE on CL and loyalty outcomes (i.e. positive word-of-mouth and repurchase intentions). Results of the present study provide insights for the service sector, specifically telecommunication sector in order to increase CS and loyalty toward the services.http://dx.doi.org/10.1080/23311975.2018.1491780employee empathycustomer satisfactioncustomer loyaltypositive word-of-mouthrepurchase intentions |
| spellingShingle | Waseem Bahadur Saira Aziz Salman Zulfiqar Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality Cogent Business & Management employee empathy customer satisfaction customer loyalty positive word-of-mouth repurchase intentions |
| title | Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality |
| title_full | Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality |
| title_fullStr | Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality |
| title_full_unstemmed | Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality |
| title_short | Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality |
| title_sort | effect of employee empathy on customer satisfaction and loyalty during employee customer interactions the mediating role of customer affective commitment and perceived service quality |
| topic | employee empathy customer satisfaction customer loyalty positive word-of-mouth repurchase intentions |
| url | http://dx.doi.org/10.1080/23311975.2018.1491780 |
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