The relationship between customer-perceived employee emotional competence (EEC) and rapport as drivers of customer satisfaction and customer loyalty: An analysis across different service types
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2018-07-02
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en
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Abstract
The purpose of this research was to investigate the differential effect of the dimensions of customer-perceived EEC (i.e., perception, understanding, and regulation of customer emotions), on customer satisfaction and customer loyalty, as well as how and to what extent rapport mediates these effects. Next to that, these relationships were investigated across two service types: (1) high-contact, customized, personal services, and (2) moderate contact, standardized services. The data were collected by means of an anonymous web-based questionnaire. For analyzing the data, partial least squares (PLS) path modeling was applied. The results show that the EEC dimensions do have different effects on customer satisfaction and customer loyalty. Also, these effects are dependent on service type. Finally, the mediating role of rapport appears to be dependent on service type as well. These findings suggest that, depending on the service type, managers of service firms should select and train employees on the emotional competences that are relevant for creating customer satisfaction and customer loyalty.
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Faculteit der Managementwetenschappen