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Salespersons’ Empathy as a Missing Link in the Customer Orientation—Loyalty Chain: An Investigation of Drivers and Age Differences as a Contingency

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  • Gerlach, Gisela
  • Rödiger, Kai
  • Stock, Ruth
  • Zacharias, Nicolas

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  • Gerlach, Gisela & Rödiger, Kai & Stock, Ruth & Zacharias, Nicolas, 2016. "Salespersons’ Empathy as a Missing Link in the Customer Orientation—Loyalty Chain: An Investigation of Drivers and Age Differences as a Contingency," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 84727, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    • Handle: RePEc:dar:wpaper:84727
    Note: for complete metadata visit http://tubiblio.ulb.tu-darmstadt.de/84727/
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    Cited by:

    1. Markovitch, Dmitri G. & Stough, Rusty A. & Huang, Dongling, 2024. "Consumer reactions to chatbot versus human service: An investigation in the role of outcome valence and perceived empathy," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    2. Good, Megan C. & Schwepker, Charles H., 2022. "Business-to-business salespeople and political skill: Relationship building, deviance, and performance," Journal of Business Research, Elsevier, vol. 139(C), pages 32-43.
    3. Xin Zhao, 2022. "Customer Orientation: A Literature Review Based on Bibliometric Analysis," SAGE Open, , vol. 12(1), pages 21582440221, February.
    4. Vincent J. Giolito & Robert C. Liden & Dirk Dierendonck & Gordon W. Cheung, 2021. "Servant Leadership Influencing Store-Level Profit: The Mediating Effect of Employee Flourishing," Journal of Business Ethics, Springer, vol. 172(3), pages 503-524, September.
    5. Quach, Sara & Jebarajakirthy, Charles & Thaichon, Park, 2017. "Aesthetic labor and visible diversity: The role in retailing service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 34-43.
    6. Otterbring, Tobias & Bhatnagar, Roopali & Samuelsson, Peter & Borau, Sylvie, 2021. "Positive gender congruency effects on shopper responses: Field evidence from a gender egalitarian culture," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    7. Rajeev Kumra & Praveen Kumar Sharma, 2022. "Mediating role of trust in the impact of perceived empathy and customer orientation on intention to continue relationship in Indian banks," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(4), pages 372-386, December.

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