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

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...

Full description

Bibliographic Details
Main Authors: Waseem Bahadur, Saira Aziz, Salman Zulfiqar
Format: Article
Language:English
Published: Taylor & Francis Group 2018-01-01
Series:Cogent Business & Management
Subjects:
employee empathy
customer satisfaction
customer loyalty
positive word-of-mouth
repurchase intentions
Online Access:http://dx.doi.org/10.1080/23311975.2018.1491780

Internet

http://dx.doi.org/10.1080/23311975.2018.1491780

Similar Items