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

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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Abstract

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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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

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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