The influence of empathy in complaint handling: Evidence of gratitudinal and transactional routes to loyalty

Simon, Françoise

doi:10.1016/j.jretconser.2013.05.003

Cited by 61 publications

(51 citation statements)

References 63 publications

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“…The significant role of satisfaction in trust after service recovery and the influence of satisfaction as a key element on perceptions of customers regarding complaint handling in the future have been shown by many studies (Kau & Loh, 2006;Santos & Fernandes, 2008;Simon, 2013;Tax et al, 1998). Thus, the following hypothesis is proposed:…”

Section: Recovery Satisfaction and Trustmentioning

confidence: 97%

“…WOM is one of the aspects of post-purchase behaviour and occurs as people keep on sharing their assessments of their experiences and the findings of many studies have supported that trust is positively associated with WOM (Garbarino & Johnson, 1999;Kim, Han, & Lee, 2001;Kim & Park, 2013;Oh, 2002;Simon, 2013). Therefore, the following hypotheses are proposed: …”

Section: Trust and Behavioural Intentions: Wom And Revisit Intentionmentioning

confidence: 99%

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Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and post-purchase behaviours: an empirical study in financial centre of middle east

Nadiri

2016

Economic Research-Ekonomska Istraživanja

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Section: Recovery Satisfaction and Trustmentioning

confidence: 97%

Section: Trust and Behavioural Intentions: Wom And Revisit Intentionmentioning

confidence: 99%

Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and post-purchase behaviours: an empirical study in financial centre of middle east

Nadiri

2016

Economic Research-Ekonomska Istraživanja

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“…Tangible compensation consists of offering economic benefits to customers such as a refund of money, discounts or coupons for future purchases (Del Río-Lanza et al, 2009), and has been shown to have persistent effects on customer satisfaction over time (Fang et al, 2012). Intangible or psychological compensation consists of simple and inexpensive social actions that aim to recover service failures, for example showing concern, apologizing, providing an explanation, or a manager intervention (Mattila, 2006;Simon, 2013;Sparks and McColl-Kennedy, 2001;Tsai and Su, 2009).…”

Section: Introductionmentioning

confidence: 99%

Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility

Bambauer-Sachse

Rabeson

2015

Journal of Retailing and Consumer Services

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“…Second, traditional RM models postulate a positive relationship between trust and commitment. If a customer perceives the exchange partner as reliable and honest, she/he is willing to maintain the relationship (Moorman et al., ; Morgan & Hunt, ; Palmatier et al., ; Simon, ). Therefore, this path was added to the model and tested empirically as a replication.…”

Section: Resultsmentioning

confidence: 99%

Empathic Relationships in Professional Services and the Moderating Role of Relationship Age

Weißhaar¹,

Hüber²

2016

Psychology and Marketing

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Empathy has been identified as a key success factor for employees who interact with customers. Despite its overall relevance, only a few studies have acknowledged its multidimensional nature. Knowledge remains scarce about the relative impact of cognitive and affective empathy on relational outcomes. In addition, few pieces of research have explicitly acknowledged empathy as theorized within stage‐models focusing on the communication of empathy. The authors conceptualize empathy as a multidimensional construct perceived by the client. Empathy has to be communicated to be effective, while customers’ perceptions of empathy may also be more complex as they distinguish between cognitive and affective empathy. This article investigates the effects of perspective taking, emotional concern, and emotional contagion on trust and commitment. Drawing upon relationship stage concepts, the authors further argue that the influence is moderated by relationship age. Finally, this study investigates if employees benefit from being perceived as empathic partners in terms of “hard facts” (objective sales performance). Based on a data set from 215 business clients of a large consulting firm, this study adopts a structural equation modeling (SEM) approach by using multigroup analysis. To test the empathy–performance link, the authors aggregate customer responses nested in 84 employees and link perceived empathy with performance data. The results show that within B2B relationships, perspective taking exerts the strongest influence on trust, whereas emotional concern is the strongest driver for commitment. The results also confirm the moderating role of relationship age and that perspective taking leads to an increase in actual sales performance. This study underpins the relevance of empathy within services marketing, while providing a more detailed approach to account for empathy as a relation building tool. Practical and academic implications are also addressed.

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The influence of empathy in complaint handling: Evidence of gratitudinal and transactional routes to loyalty

Cited by 61 publications

References 63 publications

Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and post-purchase behaviours: an empirical study in financial centre of middle east

Diagnosing the impact of retail bank customers’ perceived justice on their service recovery satisfaction and post-purchase behaviours: an empirical study in financial centre of middle east

Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility

Empathic Relationships in Professional Services and the Moderating Role of Relationship Age

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