spot_img
spot_img
spot_img
HomeInsightsIt takes two to tango

It takes two to tango

Abstract
This study investigates the link between employee empathy and customer satisfaction. Building on social exchange theory, we develop a model of employee-customer empathy. We focus on the central role of customer-oriented behaviour in explaining the empathy-satisfaction relationship, predicting that employee empathy positively influences customer-oriented behaviour, which in turn enhances customer-satisfaction. We also examine the moderating roles of customer empathy, as well as of customer resources. Results of a dyadic-survey study of 211 pairs of frontline employees and their customers support the proposed moderated -mediation model. Theoretical and practical implications are discussed.

Download PDF: It takes two to tango

RELATED ARTICLES

Weather

Australia
overcast clouds
28.6 ° C
28.6 °
28.6 °
66 %
3.9kmh
100 %
Fri
32 °
Sat
29 °
Sun
37 °
Mon
37 °
Tue
36 °

CALENDAR

LATEST NEWS

Rõ biết 212

Rõ biết 211

Rõ biết 210

spot_img

About Me

Quick Links

Stay connected

16,985FansLike
2,458FollowersFollow
61,453SubscribersSubscribe