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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) 84780, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    • Handle: RePEc:dar:wpaper:84780
    Note: for complete metadata visit http://tubiblio.ulb.tu-darmstadt.de/84780/
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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).

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