It takes two to tango: The role of customer empathy and resources to improve the efficacy of frontline employee empathy |
| |
| Affiliation: | 1. University of Economics and Law, Vietnam National University Ho Chi Minh City, Linh Xuan Ward, Thu Duc Dist., Ho Chi Minh City, Vietnam;2. International School of Business, University of Economics Ho Chi Minh City, Vietnam;3. UNSW Business School, UNSW Sydney, Kensington Campus, Sydney, NSW 2052, Australia;1. Department of Marketing, Cameron School of Business, University of North Carolina Wilmington, Wilmington, NC 28403-5969, United States;2. Department of Marketing, College of Business, Mississippi State University, Mississippi State, MS 39762, United States;3. Department of Marketing, College of Business and Behavioral Sciences, Clemson University, Clemson, SC 29634, United States |
| |
| 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. |
| |
| Keywords: | Employee empathy Customer empathy Customer-oriented behaviour Customer resources Customer satisfaction |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
