It takes two to tango: The role of customer empathy and resources to improve the efficacy of frontline employee empathy. (September 2020)

• Record Type: Journal Article
• Authors: Ngo, Liem Viet; Nguyen, Thi Nguyet Que; Tran, Nam The; Paramita, Widya
• Is Part Of: Journal of retailing and consumer services. Volume 56(2020)
• Publication Date: 2020-09
• Subjects: Employee empathy -- Customer empathy -- Customer-oriented behaviour -- Customer resources -- Customer satisfaction; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2020.102141
• Languages: English
• ISSNs: 0969-6989

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 the empathy-satisfaction relationship, predicting that employee empathy positively influences customer-oriented behaviour, which in turn enhances customer-satisfaction. We also examine the moderating roles of customer empathy, as well as of customer resources. Results of a dyadic-survey study of 211 pairs of frontline employees and their customers support the proposed moderated -mediation model. Theoretical and practical implications are discussed.