通过服务互动中对服务员工的信任和满意度的发展，员工共情对服务忠诚的影响

Q3 Decision Sciences

International Journal of Customer Relationship Marketing and Management Pub Date : 2020-01-01 DOI:10.4018/ijcrmm.2020010103

Waseem Bahadur

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引用次数: 0

摘要

Thisstudyexaminestheindirecteffectofemployeeempathyonserviceloyaltythroughtheintervening在服务互动过程中对服务员工的信任和满意度的影响。>数据> was > obtainedthroughaself-administeredquestionnairefromuniversitystudents。410useableresponses wereusedtoperformdataanalysis。Confirmatoryfactoranalysis，structuralequationmodeling，and bootstrappingforindirecteffectswereconductedtotestthehypotheses。Theresultsshowasignificant impactofemployeeempathyontrustinserviceemployeeandsatisfactionwithserviceemployee duringcustomer-employeeinteractions。Also，satisfactionwithaserviceemployeeshowedasignificant effectonserviceloyaltyduringserviceinteractions。Thestudyenhancestheunderstandingofempathy withinbankingservicesduringinteractionsbetweenserviceemployeeandcustomer。Italsoprovides insightsforservicemanagersandfrontlineserviceemployeesonhowempathydevelopscustomer ' s trustandsatisfactionwithaserviceemployee。关键词:员工共情;服务员工满意度;服务忠诚

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Effect of Employee Empathy on Service Loyalty Through the Development of Trust in and Satisfaction With Service Employee During Service Interactions

Thisstudyexaminestheindirecteffectofemployeeempathyonserviceloyaltythroughtheintervening effect of trust in and satisfaction with service employees during service interactions. Data was obtainedthroughaself-administeredquestionnairefromuniversitystudents.410useableresponses wereusedtoperformdataanalysis.Confirmatoryfactoranalysis,structuralequationmodeling,and bootstrappingforindirecteffectswereconductedtotestthehypotheses.Theresultsshowasignificant impactofemployeeempathyontrustinserviceemployeeandsatisfactionwithserviceemployee duringcustomer-employeeinteractions.Also,satisfactionwithaserviceemployeeshowedasignificant effectonserviceloyaltyduringserviceinteractions.Thestudyenhancestheunderstandingofempathy withinbankingservicesduringinteractionsbetweenserviceemployeeandcustomer.Italsoprovides insightsforservicemanagersandfrontlineserviceemployeesonhowempathydevelopscustomer’s trustandsatisfactionwithaserviceemployee. KEyWoRDS Employee Empathy, Satisfaction With Service Employee, Service Loyalty, Trust in Service Employee

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来源期刊

International Journal of Customer Relationship Marketing and Management Business, Management and Accounting-Marketing

CiteScore

1.90

自引率

0.00%

发文量