Investigating the Effect of Employee Empathy on Service Loyalty: The Mediating Role of Trust in and Satisfaction with a Service Employee
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DOI: 10.1080/15332667.2019.1688598
Abstract: Abstract This study examines the indirect effect of employee empathy on service loyalty through the intervening effect of trust in and satisfaction with service employees during service interactions. Data were obtained through a self-administered questionnaire… read more here.
Keywords: satisfaction service; employee; effect; trust ... See more keywords