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...

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Autores principales:	Waseem Bahadur, Saira Aziz, Salman Zulfiqar
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2018
Materias:	employee empathy customer satisfaction customer loyalty positive word-of-mouth repurchase intentions Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/12794b678c52478e8956e78ed080193f
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spelling	oai:doaj.org-article:12794b678c52478e8956e78ed080193f2021-12-02T14:07:32ZEffect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality2331-197510.1080/23311975.2018.1491780https://doaj.org/article/12794b678c52478e8956e78ed080193f2018-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2018.1491780https://doaj.org/toc/2331-1975This 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.Waseem BahadurSaira AzizSalman ZulfiqarTaylor & Francis Grouparticleemployee empathycustomer satisfactioncustomer loyaltypositive word-of-mouthrepurchase intentionsBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 5, Iss 1 (2018)
institution	DOAJ
collection	DOAJ
language	EN
topic	employee empathy customer satisfaction customer loyalty positive word-of-mouth repurchase intentions Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	employee empathy customer satisfaction customer loyalty positive word-of-mouth repurchase intentions Business HF5001-6182 Management. Industrial management HD28-70 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
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.
format	article
author	Waseem Bahadur Saira Aziz Salman Zulfiqar
author_facet	Waseem Bahadur Saira Aziz Salman Zulfiqar
author_sort	Waseem Bahadur
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_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_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_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
publisher	Taylor & Francis Group
publishDate	2018
url	https://doaj.org/article/12794b678c52478e8956e78ed080193f
work_keys_str_mv	AT waseembahadur effectofemployeeempathyoncustomersatisfactionandloyaltyduringemployeecustomerinteractionsthemediatingroleofcustomeraffectivecommitmentandperceivedservicequality AT sairaaziz effectofemployeeempathyoncustomersatisfactionandloyaltyduringemployeecustomerinteractionsthemediatingroleofcustomeraffectivecommitmentandperceivedservicequality AT salmanzulfiqar effectofemployeeempathyoncustomersatisfactionandloyaltyduringemployeecustomerinteractionsthemediatingroleofcustomeraffectivecommitmentandperceivedservicequality
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Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality

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