The effects of empathy and listening of salespeople on relationship quality in the retail banking industry

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dc.contributor.author Itani, Omar S.
dc.contributor.author Inyang, Aniefre Eddie
dc.date.accessioned 2020-03-11T12:44:21Z
dc.date.available 2020-03-11T12:44:21Z
dc.date.copyright 2015 en_US
dc.date.issued 2020-03-11
dc.identifier.issn 0265-2323 en_US
dc.identifier.uri http://hdl.handle.net/10725/11861 en_US
dc.description.abstract Purpose The purpose of this paper is to examine the relations between salespeople’s empathy and listening behaviour and the relationship quality (RQ) customers have with their banks, taking into consideration the moderating effect of felt stress (FS) experienced by salespeople. The paper examines specific effects of FS on factors related to a salesperson’s performance. Design/methodology/approach To examine the proposed model, responses from 150 customers were collected and matched with responses from 25 salespeople working at a major ba ' nk in Chile. The paper analysed the dyadic data gathered using two analysis techniques. Structural equation modelling was employed to test the relationships proposed at the customer level. Moreover, hierarchical linear modelling was used to test the moderating effect of FS, measured at the salesperson level, on the proposed relationships. Findings The results show that customers’ perceptions of salespeople’s listening behaviour mediate the relationship between customers’ perception of salespeople’s empathy and RQ with the bank. Moreover, the positive relationship between salespeople’s empathy and salespeople’s listening behaviour, and the positive relationship between salesperson’s listening and customer’s RQ with bank are attenuated by the salesperson’s FS. Originality/value This paper examined the effects of the salesperson’s empathy and listening behaviour on the quality of customer relationships with the bank. Moreover, dyadic data show that such effects are influenced by variables related to the bank’s salespeople, such as FS. The findings show that under high FS conditions, salespeople with high listening skills will have negative effects on their customers’ RQ with the bank. en_US
dc.language.iso en en_US
dc.title The effects of empathy and listening of salespeople on relationship quality in the retail banking industry en_US
dc.type Article en_US
dc.description.version Published en_US
dc.title.subtitle the moderating role of felt stress en_US
dc.author.school SOB en_US
dc.author.idnumber 200501701 en_US
dc.author.department Hospitality Management And Marketing en_US
dc.description.embargo N/A en_US
dc.relation.journal International Journal of Bank Marketing en_US
dc.journal.volume 33 en_US
dc.journal.issue 6 en_US
dc.article.pages 692-716 en_US
dc.keywords Salesperson en_US
dc.keywords Empathy en_US
dc.keywords Bank en_US
dc.keywords Relationship quality en_US
dc.keywords Listening en_US
dc.keywords Felt stress en_US
dc.identifier.doi https://doi.org/10.1108/IJBM-06-2014-0076 en_US
dc.identifier.ctation Itani, O. S., & Inyang, A. E. (2015). The effects of empathy and listening of salespeople on relationship quality in the retail banking industry. International Journal of Bank Marketing, 33(6), 692-716. en_US
dc.author.email omar.itani@lau.edu.lb en_US
dc.identifier.tou http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php en_US
dc.identifier.url https://www.emerald.com/insight/content/doi/10.1108/IJBM-06-2014-0076/full/html en_US
dc.orcid.id https://orcid.org/0000-0003-2258-7837 en_US
dc.author.affiliation Lebanese American University en_US

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