Advanced search
Publication Cover
Cogent Business & Management Volume 5, 2018 - Issue 1
Submit an article Journal homepage
29,934
Views
40
CrossRef citations to date
0
Altmetric
Research Article

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

Waseem BahadurSchool of Management, University of Science and Technology of China, Hefei, Anhui, China;Department of Management Sciences, COMSATS University Islamabad, Sahiwal Campus, Sahiwal, Punjab, PakistanCorrespondence[email protected]
ORCID Iconhttps://orcid.org/0000-0001-6238-3519View further author information
ORCID Icon,
Saira AzizSchool of Management, University of Science and Technology of China, Hefei, Anhui, China;Department of Management Sciences, COMSATS University Islamabad, Sahiwal Campus, Sahiwal, Punjab, PakistanView further author information
&
Salman ZulfiqarSchool of Public Affairs, University of Science and Technology of China, Hefei, Anhui, China;Department of Management Sciences, COMSATS University Islamabad, Sahiwal Campus, Sahiwal, Punjab, PakistanView further author information
|
Len Tiu WrightDe Montfort University, Faculty of Business and Law, UKView further author information
(Reviewing editor)
Article: 1491780 | Received 18 Apr 2018, Accepted 19 Jun 2018, Published online: 10 Jul 2018

Figures & data

Figure 1. Hypothesized model.

Figure 1. Hypothesized model.

Table 1. Sample characteristics

Table 2. Reliability and confirmatory analysis

Table 3. Correlation matrix, reliability, and AVE square root

Figure 2. SEM analysis results.

Note: PWOM: Positive word-of-mouth; RI: repurchase intentions.

Figure 2. SEM analysis results.Note: PWOM: Positive word-of-mouth; RI: repurchase intentions.

Table 4. Structural results

Table 5. Mediating effect of CAC and PSQ: Bootstrap analysis

  Appendix: Measures

Related Research Data

The Conceptual Domain of Service Loyalty: How Many Dimensions?
Source: Emerald
The role of social and self‐conscious emotions in the regulation of business‐to‐business relationships in salesperson‐customer interactions
Source: Emerald
The role of corporate culture and human resource policies and practices
Source: Emerald
An application of the ECSI model as a predictor of satisfaction and loyalty for backpacker hostels
Source: Emerald
Service Quality Expectations: Exploring the Importance of SERVQUAL Dimensions from Different Nonprofit Constituent Groups
Source: Informa UK Limited
Whence Consumer Loyalty
Source: SAGE Publications
Evaluating service encounters: The effects of physical surroundings and employee responses.
Source: SAGE Publications
An Extended Model of Preference Formation between Global and Local Brands: The Roles of Identity Expressiveness, Trust, and Affect:
Source: SAGE Publications
An Integrated Model of Hybrid Repurchases
Source: Wiley
Customer satisfaction, perceived risk and affective commitment: an investigation of directions of influence
Source: Emerald
Its impact on customer satisfaction, commitment, and retention
Source: Emerald
A model of customer loyalty and corporate social responsibility
Source: Emerald
The value of knowing what customers really want:the impact of salesperson ability to read non-verbal cues of affect on service quality
Source: Informa UK Limited
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Source: SAGE Publications
Phenomenology as a Form of Empathy
Source: Informa UK Limited
Understanding the relationship between frontline employee boreout and customer orientation
Source: Elsevier BV
Customer satisfaction and loyalty in a digital environment: an empirical test
Source: Emerald
Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value
Source: Canadian Center of Science and Education
An investigation into service quality–customer loyalty relationship: the moderating influences
Source: Springer Science and Business Media LLC
A Three-Component Model of Customer to Service Providers
Source: Springer Science and Business Media LLC
An investigation of service quality, customer satisfaction and loyalty in China’s airline market
Source: Elsevier BV
Effects of quality and corporate social responsibility on loyalty
Source: Informa UK Limited
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
Source: Elsevier BV
Enjoying loyalty: The relationship between service quality, customer satisfaction, and behavioral intentions in public transit
Source: Elsevier BV
Multiple paths to customer delight: the impact of effort, expertise and tangibles on joy and surprise
Source: Emerald
Interpersonal Factors as Drivers of Quality and Performance in Western–Hong Kong Interorganizational Business Relationships:
Source: American Marketing Association
The mediating role of relational benefit between service quality and customer loyalty in airline industry
Source: Informa UK Limited
Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future
Source: Elsevier BV
The current state of loyalty measurement and management
Source: Emerald
Unlocking the potential of branding in social marketing services: utilising brand personality and brand personality appeal
Source: Emerald
Customer satisfaction, service quality, and customer value: years 2000-2015
Source: Emerald
Multipoint scales: Mean and median differences and observed significance levels
Source: Informa UK Limited
The balance of the impact of quality and recovery on satisfaction: the case of e-travel
Source: Informa UK Limited
Perceived quality, perceived risk and customer trust affecting customer loyalty of environmentally friendly electronics products
Source: Elsevier
Some insights into customer orientation: an investigation of salespeople in Taiwan
Source: Informa UK Limited
Customers’ emotional reactions in the banking industry
Source: Emerald
The influence of empathy and self-presentation on engagement with social networking website posts
Source: Elsevier BV
Once more, with feeling: Empathy and technology in customer care
Source: Elsevier BV
Cognitive Empathy and Emotional Empathy in Human Behavior and Evolution
Source: Springer Science and Business Media LLC
Customer loyalty to a commercial website: Descriptive meta-analysis of the empirical literature and proposal of an integrative model
Source: Elsevier BV
Service quality and word of mouth: a study of the banking sector
Source: Emerald
Exploring the link between customer experience–loyalty–consumer spend
Source: Elsevier BV
Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance
Source: Emerald
Organizational Drivers of Salespeople’s Customer Orientation and Selling Orientation
Source: Informa UK Limited
The moderating role of felt stress
Source: Emerald
Determinants of brand trust in high inherent risk products
Source: Emerald
How Customers' Attachment Styles Influence Their Relationships With Service Firms and Service Employees
Source: SAGE Publications
A three-component conceptualization of organizational commitment
Source: Elsevier BV
The Role of Top Management in Developing a Customer-Oriented Sales Force
Source: Informa UK Limited
Sample size effects on chi square and other statistics used in evaluating causal models.
Source: JSTOR
The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image
Source: Elsevier BV
Determinants of customer loyalty in the Korean smartphone market
Source: Elsevier BV
Salesperson's listening ability as an antecedent to relationship selling
Source: Emerald
On the Role of Empathy in Customer-Employee Interactions
Source: SAGE Publications
Engaging the Student as a Customer: A Relationship Marketing Approach.
Source: Informa UK Limited
STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH
Source: American Psychological Association (APA)
An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry
Source: Springer Science and Business Media LLC
Salesperson empathy, ethical behaviors, and sales performance: the moderating role of trust in one's manager
Source: Informa UK Limited
Investigating the Effect of Employee Empathy on Service Loyalty: The Mediating Role of Trust in and Satisfaction with a Service Employee
Source: Informa UK Limited
A cross cultural analysis
Source: Emerald
Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models
Source: Springer Science and Business Media LLC
Advertising and country-of-origin images as sources of brand equity and the moderating role of brand typicality
Source: Emerald
Explicating corporate brands and their management: Reflections and directions from 1995
Source: Springer Science and Business Media LLC
Do relationship benefits and maintenance drive commitment and loyalty
Source: Emerald
Customer Engagement as a New Perspective in Customer Management
Source: SAGE Publications
Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events
Source: Elsevier BV
Competitiveness vis-à-vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets
Source: Elsevier BV
Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research:
Source: SAGE Publications
Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China
Source: Elsevier BV
Employee-related knowledge protection and organizational trust
Source: Emerald
Consumer-brand relationships and brand loyalty in technology-mediated services
Source: Elsevier BV
Edith Stein and the Contemporary Psychological Study of Empathy
Source: Brill
Reputation and intentions: The role of satisfaction, identification, and commitment
Source: Elsevier BV
Supervisor Empathy Moderates the Negative Effects of Customer Injustice
Source: Emerald Group Publishing Limited
Service branding: consumer verdicts on service brands
Source: Elsevier BV
A new, more powerful approach to multitrait-multimethod analyses: Application of second-order confirmatory factor analysis.
Source: American Psychological Association
The impact of brand strength on satisfaction, loyalty and WOM: An empirical examination in the higher education sector
Source: Springer Science and Business Media LLC
A model of destination branding: Integrating the concepts of the branding and destination image
Source: Elsevier BV
Merging service quality and service satisfaction. An empirical test of an integrative model
Source: Elsevier BV
The behavioral consequences of service quality
Source: SAGE Publications
Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty
Source: Elsevier BV
Mediating effects of satisfaction with lodging providers
Source: Emerald
Customer responses to CSR in the Pakistani banking industry
Source: Emerald
Ethical brand management: customer relationships and ethical duties
Source: Emerald
Intuitive, Sympathetic, and Intellectual Aspects of Social Understanding
Source: SAGE Publications
Searching most influential variables to brand loyalty measurements: An exploratory study
Source: Elsevier BV
An investigation into gamification as a customer engagement experience environment
Source: Emerald
The role of brand experience and affective commitment in determining brand loyalty
Source: Springer Science and Business Media LLC

Linking provided by 

Related research

People also read lists articles that other readers of this article have read.

Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.

Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.