Investigating the Effect of Employee Empathy on Service Loyalty: The Mediating Role of Trust in and Satisfaction with a Service Employee

Q2 Business, Management and Accounting

Journal of Relationship Marketing Pub Date : 2020-07-02 DOI:10.1080/15332667.2019.1688598

Waseem Bahadur, A. Khan, Ahsan Ali, Muhammad Usman

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引用次数: 43

Abstract

Abstract This study examines the indirect effect of employee empathy on service loyalty through the intervening effect of trust in and satisfaction with service employees during service interactions. Data were obtained through a self-administered questionnaire from university students. A total of 410 useable responses were used to perform data analysis. Confirmatory factor analysis, structural equation modeling, and bootstrapping for indirect effects were conducted to test the hypotheses. The results show a significant effect of employee empathy on trust in service employee and satisfaction with service employee during customer–employee interactions. Also, satisfaction with a service employee showed a significant effect on service loyalty during service interactions. The study enhances the understanding of empathy within banking services during interactions between service employees and customers. It also provides insights for service managers and frontline service employees on how empathy develops customer’s trust and satisfaction with service employee.

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员工移情对服务忠诚的影响研究——信任和满意度对服务员工的中介作用

摘要本研究通过在服务互动过程中对服务员工的信任和满意度的干预作用，考察了员工移情对服务忠诚的间接影响。数据是通过大学生的自填问卷获得的。总共使用了410个可用响应来执行数据分析。进行了验证性因素分析、结构方程建模和间接效应的自举来检验这些假设。研究结果表明，在客户与员工互动过程中，员工移情对服务员工的信任和对服务员工满意度有显著影响。此外，在服务互动过程中，对服务员工的满意度对服务忠诚度有显著影响。这项研究增强了对服务员工和客户互动过程中银行服务内部同理心的理解。它还为服务经理和一线服务员工提供了关于同理心如何培养客户对服务员工的信任和满意度的见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Relationship Marketing Business, Management and Accounting-Marketing

CiteScore

10.20

自引率

0.00%

发文量

期刊介绍： The Journal of Relationship Marketing is a quarterly journal that publishes peer-reviewed (double-blind) conceptual and empirical papers of original works that make serious contributions to the understanding and advancement of relationship and marketing theory, research, and practice. This academic journal is interdisciplinary and international in nature. Topics of interest (not limited to): Evolution and life cycle of RM; theoretical and methodological issues in RM; types of RM, networks and strategic alliances; internal communication, quality, trust, commitment, satisfaction, loyalty, and dissolution in RM; applications of RM in different disciplines and industries; international perspectives in RM; RM strategies in services economy, higher education, and e-commerce; RM, technology, and the Web; profitability and RM; case studies and best practices in RM. If you are interested in becoming an ad-hoc reviewer, please e-mail a brief statement indicating your area of expertise and interest along with a copy of your CV.