Investigating the Effect of Employee Empathy on Service Loyalty: The Mediating Role of Trust in and Satisfaction with a Service Employee
Sign Up to like & getrecommendations! Published in 2019 at "Journal of Relationship Marketing"
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
An investigation into the antecedents of frontline service employee guardianship behaviours
Sign Up to like & getrecommendations! Published in 2021 at "Journal of Service Theory and Practice"
DOI: 10.1108/jstp-06-2020-0124
Abstract: PurposeThis study aims to provide empirically generated insights into the drivers of guardianship behaviour among frontline service employees (FLEs) within retail settings.Design/methodology/approachThe research framework comprises a quantitative survey of 507 frontline service employees at national… read more here.
Keywords: service employee; frontline service; guardianship behaviours; service ... See more keywords