It takes two to tango: The role of customer empathy and resources to improve the efficacy of frontline employee empathy
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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
The role of customer management capabilities in public–private partnerships
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DOI: 10.1080/0965254x.2016.1148769
Abstract: Commercial organisations are increasingly asked to perform tasks traditionally associated with governmental bodies, such as law enforcement. The rationale for these public–private partnerships is that there are synergies between traditional business skills and those required… read more here.
Keywords: public private; role customer; customer management; private partnerships ... See more keywords
Understanding CSR and Customer Loyalty: The Role of Customer Engagement
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DOI: 10.1080/15228916.2021.1962154
Abstract: This study investigates the effect of corporate social responsibility (CSR) on customer loyalty and explores the role of customer engagement. The moderating role of gender is also examined. A total... read more here.
Keywords: csr customer; customer engagement; customer; role customer ... See more keywords