Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality-Reference-Cited by-同舟云学术

Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality

Published:2018-01-01 Issue:1 Volume:5 Page:1491780
ISSN:2331-1975
Container-title:Cogent Business & Management
language:en
Short-container-title:Cogent Business & Management

Author:

Bahadur Waseem¹²^ORCID,Aziz Saira¹²,Zulfiqar Salman²³

Affiliation:

1. School of Management, University of Science and Technology of China, Hefei, Anhui, China

2. Department of Management Sciences, COMSATS University Islamabad, Sahiwal Campus, Sahiwal, Punjab, Pakistan

3. School of Public Affairs, University of Science and Technology of China, Hefei, Anhui, China

Funder

research

Publisher

Informa UK Limited

Subject

Marketing,Management Science and Operations Research,Organizational Behavior and Human Resource Management,Strategy and Management,Business, Management and Accounting (miscellaneous),Accounting,Business and International Management

Link

https://www.tandfonline.com/doi/pdf/10.1080/23311975.2018.1491780

Reference116 articles.

1. Salesperson empathy, ethical behaviors, and sales performance: the moderating role of trust in one's manager

2. How do you measure what you can't define?

3. The Antecedents and Consequences of Customer Satisfaction for Firms

4. Structural equation modeling in practice: A review and recommended two-step approach.

Cited by 59 articles. 订阅此论文施引文献订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献

1. The dark side of customer experiences in fast-food industry: exploring the intersection of physical environment, emotions and customer retention;The TQM Journal;2024-07-31

2. Consumer behaviours in social enterprises: empathy with employees with disabilities and intention to revisit the social restaurant;Journal of Sustainable Tourism;2024-07

3. The Factors Affecting Environmental Sustainability Behaviour in the Malaysian Hotel Industry;IOP Conference Series: Earth and Environmental Science;2024-07-01

4. Relationship Marketing and Customers’ Satisfaction of Selected Deposit Money Banks in Nigeria;International Journal of Economic Behavior and Organization;2024-06-27

5. Deciphering Empathy in Developer Responses: A Hybrid Approach Utilizing the Perception Action Model and Automated Classification;2024 IEEE 32nd International Requirements Engineering Conference Workshops (REW);2024-06-24