It takes two to tango: The role of customer empathy and resources to improve the efficacy of frontline employee empathy
Sign Up to like & getrecommendations! Published in 2020 at "Journal of Retailing and Consumer Services"
DOI: 10.1016/j.jretconser.2020.102141
Abstract: 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… read more here.
Keywords: employee; customer; role customer; customer empathy ... See more keywords