I know you, you know me: the effects of customer empathy and employee self-disclosure on customer citizenship behavior

IF 3.9 3区 管理学 Q2 BUSINESS
M. Kim, Jichul Jang
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引用次数: 4

Abstract

PurposeDrawing on social penetration theory (SPT) and social exchange theory, this study examines whether and why customer empathy for frontline employees (FLEs) and employee self-disclosure influence customer citizenship behavior (CCB).Design/methodology/approachThis study’s hypotheses were tested using two studies (study 1 had an experimental design, and study 2 had a survey design) with restaurant customers.FindingsThe results indicate that when customers have a higher level of customer empathy for FLE, the likelihood that customers will exhibit CCB increases. Employee self-disclosure provides a greater advantage in fostering CCB. A mediating effect of rapport in the relationship between customer empathy for FLE, employee self-disclosure and CCB is also found, while no interaction effect of customer empathy for FLE and employee self-disclosure on CCB is supported.Originality/valueMaintaining a focus on the interpersonal nature of interactions between customers and employees in co-creating values, this research advances the CCB literature by newly identifying customer empathy for FLEs and employee self-disclosure as predictors of CCB that have not yet been tapped. The underlying mechanism via rapport is also explained using the value co-creation perspective.
我认识你,你认识我:顾客共情和员工自我表露对顾客公民行为的影响
目的运用社会渗透理论(SPT)和社会交换理论,探讨一线员工的顾客同理心和员工自我表露是否会影响顾客公民行为,以及为什么会影响顾客公民行为。设计/方法/方法本研究的假设通过两项研究(研究1有实验设计,研究2有调查设计)对餐馆顾客进行了检验。结果表明,当客户对虚假行为有较高的同理心时,客户表现出建行行为的可能性增加。员工自我披露在促进建行方面具有更大的优势。融洽关系在员工自我表露与客户自我感受共情、员工自我表露与建行之间存在中介作用,而客户自我感受共情与员工自我表露对建行的交互作用不被支持。独创性/价值本研究关注客户和员工在共同创造价值过程中互动的人际性质,通过新发现客户对企业行为的同理心和员工自我披露是尚未被挖掘的建行预测因素,从而推进了建行文献。通过关系的潜在机制也解释了使用价值共同创造的观点。
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
CiteScore
8.00
自引率
15.20%
发文量
29
期刊介绍: Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.
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