Test of Mediation and Moderation between Employee Empathy and Customers’ Advocacy

2020 ◽  
Author(s):  
Sajjad Ahmad Afridi ◽  
Asad Shahjehan ◽  
Maqsood Haider ◽  
Dr Uzma Munawar
Keyword(s):  
Factor Analysis ◽  
Customer Loyalty ◽  
Service Sector ◽  
Mediating Effect ◽  
First Line ◽  
Private Hospitals ◽  
Proposed Model ◽  
Confirmatory Factor ◽  
The Impact ◽  
Significant Moderator

This study examined the impact of employee empathy on customers’ advocacy directly and indirectly through customers’ loyalty. Moreover, the interacting effect of customers’ trust was verified between the association of customers’ loyalty and advocacy. The attributes of the proposed model were examined in the context of first line employee and patients’ interactions. A total of 220 responses were collected for analysis from the private hospitals of Peshawar. The model fitness was confirmed through confirmatory factor analysis and hypotheses were examined. Findings confirmed the positive and significant impact of employee empathy on customers’ advocacy. Further, the mediating effect was examined and found that loyalty partially mediates employee empathy and customers’ advocacy. Additionally, trust was found a significant moderator between the association of customer loyalty and advocacy. Furthermore, findings revealed that trust based loyalty significantly and positively mediates employee empathy and customers’ advocacy. Findings of the present study provide understanding for the service sector, particularly in healthcare, to enhance customers’ loyalty, advocacy, and trust through service employee’s empathic aptitude. Keywords: Employee empathy, Service Eco-system, Customers’ Loyalty, Customers’ Advocacy, Trust-Based Loyalty, Healthcare, S-D Logic

scholarly journals ANALISIS KUALITAS LAYANAN ATM DAN KEPUASAN PENGGUNA TERHADAP LOYALITAS PELANGGAN DENGAN PENDEKATAN STRUCTURAL EQUATION MODELLING

2016 ◽  
Vol 3 (1) ◽  
Author(s):  
Sandra A. Zanny ◽  
Deni Danial Kesa
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quality Information ◽  
Private Bank ◽  
Confirmatory Factor ◽  
The Impact

AbstractThis research has been prepared for the purpose of reviewing the impact of the quality ofservices provided by ATM on one of the largest private bank in Indonesia on customer loyalty. Inthis case the quality of the service will be tested at one of the ATM Bank the largest private bank inIndonesia which consists of quality information and quality on customer loyalty ATM system onone of the largest private bank in Indonesia which is mediated by customer satisfaction. T-countvalue obtained from Confirmatory Factor Analysis (CFA) for all variables showed that all thequestions are included in all variables statistically significant. The coefficient of Goodness of Fitmeets the requirements of the suitability of a model, it can be concluded that in general, the modelobtained has a good level of compatibility. ATM service quality has a statistically significantpositive relationship with customer loyalty. Satisfaction with the quality of the information contentof ATM and satisfaction with the performance of the ATM system did in fact have a positiverelationship with customer satisfaction. Variable satisfaction statistically significant influenced bytwo independent variables, namely variable quality and Quality Information System. Satisfactionwill impact on the confidence of customers to use ATMs that will appear on the ATM customerloyalty to the Bank. In accordance with the hypothesis that the satisfaction variables provide astatistically significant effect on the variable loyalty.Key words : ATM, Confirmatory Factor Analysis,Kandungan informasi, kualitas system, loyalitas

Confirmatory Factor Analysis of the Impact of Event Scale - Revised

2007 ◽  
Author(s):  
Robert Orazem ◽  
Claire Hebenstreit ◽  
Daniel King ◽  
Lynda King ◽  
Arieh Shalev ◽  
...  
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Impact Of Event Scale ◽  
Event Scale ◽  
Confirmatory Factor ◽  
The Impact

Role of Brand experience in Fashion brands

2019 ◽  
Vol 118 (1) ◽  
pp. 57-64
Author(s):  
G. Aiswarya ◽  
Dr. Jayasree Krishnan
Keyword(s):  
Factor Analysis ◽  
Purchase Intention ◽  
Great Influence ◽  
Brand Experience ◽  
Brand Preference ◽  
Mediating Role ◽  
Confirmatory Factor ◽  
Selling Strategies ◽  
The Impact

Traditionally the products were pushed into the hands of customers by production and selling strategies; then the marketing strategy evolved which gained momentum by understanding the customer needs and developing products satisfying those needs. This strategy is most prevalent and what should be done to stand up in this most competitive scenario? The answer to this key question is to create an experience. The customers now also seek good experiences than other benefits. Brand experience has gained more attention, especially fashion brands. Previous studies demonstrate the role of the brand experience in brand equity and other consumer behavior constructs. But very little is known about the impact of brand experiences on fashion brands. The aim of this study is to develop a model which makes our understanding better about the role of Brand preference and Brand experience and its influence on purchase intention of the brand. An initial exploratory study is conducted using a focus group to generate items for the study. The items, thus generated are prepared in the form of a questionnaire and samples were collected.  Exploratory factor analysis is conducted and the reliability of the constructs is determined. These constructs are loaded onto AMOS to perform Confirmatory factor analysis. The results confirmed the scales used. We also noticed that Brand preference has a great influence on the Brand experience. Thereby the finding supports the role of the brand experience which tends to have a mediating role in influencing the purchase intention.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

Corporate social responsibility and financial performance: bidirectional relationship and mediating effect of customer loyalty: investigation in Sweden

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Abir Hichri ◽  
Moez Ltifi
Keyword(s):  
Corporate Social Responsibility ◽  
Financial Performance ◽  
Customer Loyalty ◽  
Mediating Effect ◽  
Content Type ◽  
Global Context ◽  
Bidirectional Relationship ◽  
Corporate Social ◽  
The Impact

Purpose The study is based on a hybrid model composed of accounting and business data and is amongst the first to test the impact of corporate social responsibility (CSR) performance on the financial performance of the company, as well as the impact of financial performance on CSR performance. The bidirectional logic chosen by the study is rarely adopted in the global context and has never been tested in the Swedish context. Moreover, the purpose of this paper is to test the mediating effect of customer loyalty on the company’s CSR performance-financial performance relationship to assess this effect over the long term. This design has been neglected in previous studies. Design/methodology/approach Data was collected from a sample of 110 Swedish companies during the period 2009–2019. This study collects the data from the Thomson Reuters Eikon database. A multiple regression analysis was performed to test the hypotheses. Findings The results confirmed the bidirectional relationship between CSR performance and company financial performance. This means that CSR performance positively influences the company’s financial performance. Similarly, financial performance positively influences the company’s CSR performance. Moreover, customer loyalty has a positive and significant mediating effect on the company’s CSR performance-financial performance relationship. Originality/value This study adds several inputs. The first contribution of the research is to test a hybrid model composed of accounting and commercial data. This model is amongst the first to test the impact of CSR performance on the financial performance of the company and the impact of financial performance on CSR performance. The second contribution is the bidirectional logic chosen by the study which is rarely adopted in the global context and has never been tested in the Swedish context. The third contribution is to test the mediating effect of customer loyalty on the company’s CSR performance-financial performance relationship to assess this effect over the long term. This design has been neglected in previous studies. The fourth contribution is the choice of the field of investigation for the reliability of the data used and the generalisation of the results obtained.

scholarly journals Antecedents to Employee Attrition Behavior in Indian IT/ITES Sector

2019 ◽  
Vol 9 (1) ◽  
pp. 1132-1142
Keyword(s):  
Factor Analysis ◽  
Structural Equation ◽  
Group Analysis ◽  
Equation Modeling ◽  
Path Coefficients ◽  
Confirmatory Factor ◽  
Career Growth ◽  
Employee Attrition ◽  
Hr Managers ◽  
The Impact

Attrition is the biggest challenges being faced by the HR managers in today’s competitive environment especially with IT/ITES sectors. The study identifies clarity, career growth and advancement, personal priorities and organizational environment as the vital antecedent factors which impacts employee attrition. Further through multi-group analysis the paper studies the impact of agile environment on the said relationships in low and high agile environment. The study uses exploratory factor analysis, confirmatory factor analysis and structural equation modeling for obatinig path linkages. In high agile group all the path linkages were highly significant and the path coefficients were stronger

Dimensionality and Consequences of Customer Engagement: A Social Exchange Perspective

2019 ◽  
Vol 23 (3) ◽  
pp. 255-266 ◽  
Author(s):  
Raouf Ahmad Rather ◽  
Jyoti Sharma
Keyword(s):  
Factor Analysis ◽  
Social Exchange ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Affective Commitment ◽  
Academic Research ◽  
Customer Engagement ◽  
Marketing Theory ◽  
Empirical Results ◽  
The Impact

Based on social exchange theory (SET), as well as relationship marketing theory (RMT), this study investigates the impact of customer engagement (CE) underlying dimensions, namely, enthusiasm, attention, absorption, interaction and identification on customer loyalty and affective commitment in hospitality industry. This study also validates and confirms the multidimensionality of CE in hospitality industry. Perceptions of 240 hotel customers were used to explore the relationships. Exploratory factor analysis and confirmatory factor analysis followed by multiple regression analysis were employed to examine the data. The empirical results indicate that by contrasting two rival models, five dimensional model provides the solid foundation and accomplishes excellent fit for data. Empirical results suggest that CE dimensions have influential impact on customer loyalty. Similarly, results demonstrate that CE has significant and positive influence on affective commitment. These findings offer insight into dimensionality and consequences of CE for academic research and bring value to service contexts particularly hospitality.

Beyond the Game: Dimensions of Esports Online Spectator Demand

2019 ◽  
Vol 8 (6) ◽  
pp. 825-851 ◽  
Author(s):  
Tyreal Yizhou Qian ◽  
James Jianhui Zhang ◽  
Jerred Junqi Wang ◽  
John Hulland
Keyword(s):  
Factor Analysis ◽  
Structural Equation ◽  
Behavioral Outcomes ◽  
The Other ◽  
Equation Modeling ◽  
Chat Room ◽  
Semistructured Interviews ◽  
Confirmatory Factor ◽  
Stream Quality ◽  
The Impact

This study explored and evaluated the dimensions and consequences of esports online spectator demand. In doing so, we identified preliminary dimensions of esports online spectator demand based on semistructured interviews and online open-ended surveys. Findings resulted from the qualitative study were adopted as the foundation to develop the Scale for Esports Spectator Demand (SESD). To validate the SESD and assess the impact of the SESD factors on consumers’ cognitive and behavioral outcomes, a sample of esports online spectators ( N = 1,309) responded to a survey containing the SESD, which was randomly split into two halves, with one half for an exploratory factor analysis and the other half for a confirmatory factor analysis and structural equation modeling analyses. A total of 32 items under eight SESD factors were confirmed. While demand factors including commentary features, player characteristics, event attractiveness, and schedule convenience have been found in traditional sport contexts, chat room, streamer traits, stream quality, and virtual rewards appeared to be unique in esports. All eight SESD factors, excluding schedule convenience, were significantly predictive of one or more of the outcomes associated with esports consumption.

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