Effect of Employee Empathy on Service Loyalty Through the Development of Trust in and Satisfaction With Service Employee During Service Interactions

2020 ◽  
Vol 11 (1) ◽  
pp. 31-49
Author(s):  
Waseem Bahadur
Keyword(s):  
Structural Equation ◽  
Equation Modeling ◽  
Service Employees ◽  
Service Employee ◽  
Service Loyalty ◽  
Confirmatory Factor ◽  
Frontline Service Employees ◽  
Service Managers ◽  
Self Administered Questionnaire ◽  
Service Interactions

This study examines the indirect effect of employee empathy on service loyalty through the intervening effect of trust in and satisfaction with service employees during service interactions. Data was obtained through a self-administered questionnaire from university students. 410 useable responses were used to perform data analysis. Confirmatory factor analysis, structural equation modeling, and bootstrapping for indirect effects were conducted to test the hypotheses. The results show a significant impact of employee empathy on trust in service employee and satisfaction with service employee during customer-employee interactions. Also, satisfaction with a service employee showed a significant effect on service loyalty during service interactions. The study enhances the understanding of empathy within banking services during interactions between service employee and customer. It also provides insights for service managers and frontline service employees on how empathy develops customer's trust and satisfaction with a service employee.

An examination of the associations among cultural dimensions, relational silence and stress

2016 ◽  
Vol 45 (3) ◽  
pp. 593-604 ◽  
Author(s):  
Alisher Tohirovich Dedahanov ◽  
Dohyung Lee ◽  
Jaehoon Rhee ◽  
Sardorbek Yusupov
Keyword(s):  
Structural Equation ◽  
Power Distance ◽  
Cultural Dimensions ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Confirmatory Factor ◽  
The Relationship ◽  
Self Administered Questionnaire

Purpose – The purpose of this paper is to examine the relationship between power distance, collectivism and relational silence; the associations between relational silence and stress; and the mediating role of relational silence in the link between power distance, collectivism and stress. Design/methodology/approach – The authors conducted a survey among 1,153 highly skilled employees using a self-administered questionnaire. The authors received 813 responses from a total of 1,153 individuals. Among the 813 responses, the authors excluded 81 due to incomplete data, and thus analyzed a total of 732 responses. The overall response rate was 63.4 percent. Confirmatory factor analysis and structural equation modeling were utilized for the analyses. Findings – The findings suggest that power distance and collectivism induce relational silence; relational silence increases stress and mediates the associations between power distance, collectivism and stress. Originality/value – The present study is the first to provide empirical evidence of a link between power distance, collectivism and relational silence; the relationship between relational silence and stress; and the role of relational silence in mediating the associations between power distance, collectivism and stress.

scholarly journals Eco-innovation practices’ adoption in the automotive industry

2020 ◽  
Vol 12 (1) ◽  
pp. 80-98 ◽  
Author(s):  
Gonzalo Maldonado-Guzmán ◽  
Jose Arturo Garza-Reyes
Keyword(s):  
Structural Equation ◽  
Business Performance ◽  
Positive Influence ◽  
Equation Modeling ◽  
Content Type ◽  
Sustainable Performance ◽  
Confirmatory Factor ◽  
Auto Parts ◽  
Innovation Practices ◽  
Self Administered Questionnaire

Purpose Eco-innovation is a relatively recent construct in the literature, which nowadays more and more researchers and academics consider as one of the strategies that generate a higher level of sustainable and business performance. However, little is known about the influence of eco-innovation practices on sustainable performance and business performance, particularly in the automotive and auto parts industry. Therefore, this paper aims to fill this knowledge gap and explore the aforementioned interdependence. Design/methodology/approach The influence of eco-innovation practices on sustainable performance and business performance is investigated through a research framework consisting of 5 constructs, 25 items and 6 hypotheses derived from an extensive review of the literature. A self-administered questionnaire was distributed to 460 companies in the automotive and auto parts industry in Mexico. The data were analyzed through a confirmatory factor analysis, descriptive statistics and structural equation modeling. Findings The results obtained indicated that eco-innovation practices have a positive influence on both sustainable performance and business performance in the automotive and auto parts industry. Originality/value This paper provides further insightful evidence of the influence of eco-innovation practices on sustainable performance and business performance, particularly in the automotive and auto parts industry.

A Psychometric Study of the Quality Perception Questionnaire

2012 ◽  
Vol 71 (2) ◽  
pp. 101-106 ◽  
Author(s):  
Raffaele Cioffi† ◽  
Anna Coluccia ◽  
Fabio Ferretti ◽  
Francesca Lorini ◽  
Aristide Saggino ◽  
...  
Keyword(s):  
Structural Equation ◽  
Factor Model ◽  
Equation Modeling ◽  
Fit Indices ◽  
Quality Perception ◽  
Italian Survey ◽  
Confirmatory Factor ◽  
Instrument Measuring ◽  
Hospital Structures

The present paper reexamines the psychometric properties of the Quality Perception Questionnaire (QPQ), an Italian survey instrument measuring patients’ perceptions of the quality of a recent hospital admission experience, in a sample of 4400 patients (Mage = 56.42 years; SD = 19.71 years, 48.8% females). The 14-item survey measures four factors: satisfaction with medical doctors, nursing staff, auxiliary staff, and hospital structures. First, we tested two models using a confirmatory factor analysis (structural equation modeling): a four orthogonal factor and a four oblique factor model. The SEM fit indices and the χ² difference suggested the acceptance of the second model. We then did a simulation using a bootstrap with 1000 replications. Results confirmed the four oblique factor solution. Third, we tested whether there were significant differences with respect to age or sex. The multivariate general linear model showed no significant differences in the factors with respect to sex or age.

Working Memory, Mental Prospection, Time Orientation, and Cognitive Insight

2013 ◽  
Vol 34 (3) ◽  
pp. 159-169 ◽  
Author(s):  
Sevtap Cinan ◽  
Aslı Doğan
Keyword(s):  
Working Memory ◽  
Structural Equation ◽  
Factor Model ◽  
Time Orientation ◽  
Equation Modeling ◽  
Cognitive Insight ◽  
Confirmatory Factor ◽  
Negative Effect ◽  
Positive Effect ◽  
Three Factor

This research is new in its attempt to take future time orientation, morningness orientation, and prospective memory as measures of mental prospection, and to examine a three-factor model that assumes working memory, mental prospection, and cognitive insight are independent but related higher-order cognitive constructs by using confirmatory factor analysis (CFA). The three-factor model produced a good fit to the data. An alternative one-factor model was tested and rejected. The results suggest that working memory and cognitive insight are distinguishable, related constructs, and that both are distinct from, but negatively associated with, mental prospection. In addition, structural equation modeling (SEM) showed that working memory had a strong positive effect on cognitive insight and a moderate negative effect on mental prospection.

Further Insights Into the German Version of the Multidimensional Assessment of Interoceptive Awareness (MAIA)

2019 ◽  
Vol 35 (3) ◽  
pp. 317-325 ◽  
Author(s):  
Dorota Reis
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Equation Modeling ◽  
Interoceptive Awareness ◽  
Multidimensional Assessment ◽  
New Instrument ◽  
Confirmatory Factor ◽  
Complex Models ◽  
Approximate Zero ◽  
Bayesian Structural Equation Modeling

Abstract. Interoception is defined as an iterative process that refers to receiving, accessing, appraising, and responding to body sensations. Recently, following an extensive process of development, Mehling and colleagues (2012) proposed a new instrument, the Multidimensional Assessment of Interoceptive Awareness (MAIA), which captures these different aspects of interoception with eight subscales. The aim of this study was to reexamine the dimensionality of the MAIA by applying maximum likelihood confirmatory factor analysis (ML-CFA), exploratory structural equation modeling (ESEM), and Bayesian structural equation modeling (BSEM). ML-CFA, ESEM, and BSEM were examined in a sample of 320 German adults. ML-CFA showed a poor fit to the data. ESEM yielded a better fit and contained numerous significant cross-loadings, of which one was substantial (≥ .30). The BSEM model with approximate zero informative priors yielded an excellent fit and confirmed the substantial cross-loading found in ESEM. The study demonstrates that ESEM and BSEM are flexible techniques that can be used to improve our understanding of multidimensional constructs. In addition, BSEM can be seen as less exploratory than ESEM and it might also be used to overcome potential limitations of ESEM with regard to more complex models relative to the sample size.

How Communication in Organizations Is Related to Foci of Commitment and Turnover Intentions

2020 ◽  
pp. 1-12
Author(s):  
Sebastian Holzwarth ◽  
George Gunnesch-Luca ◽  
Roman Soucek ◽  
Klaus Moser
Keyword(s):  
Organizational Communication ◽  
Turnover Intention ◽  
Structural Equation ◽  
Affective Commitment ◽  
Turnover Intentions ◽  
Equation Modeling ◽  
Cross Sectional ◽  
Confirmatory Factor ◽  
Communication In Organizations ◽  
Cohesion Theory

Abstract. The current study analyzes how two components of perceived organizational communication (vertical and horizontal) are related to employee turnover intentions via three types of affective commitment foci (organization, supervisor, and team). Using second-order confirmatory factor analysis and structural equation modeling techniques with a large cross-sectional dataset ( n = 3,317), our results show that, in line with social cohesion theory, vertical communication (e.g., supportiveness from the organization) is strongly related to affective organizational commitment, whereas horizontal communication (e.g., supportiveness from colleagues) is primarily related to affective team commitment. Additionally, both communication dimensions are related to affective supervisory commitment. Finally, these three foci of affective commitment incrementally explain and differentially mediate the relationship between perceived organizational communication and turnover intention.

Motivating and Retaining Festival Patronage

2020 ◽  
Vol 24 (4) ◽  
pp. 447-461
Author(s):  
Michelle (Myongjee) Yoo ◽  
Miranda Kitterlin-Lynch ◽  
Bomin Kim
Keyword(s):  
Structural Equation ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Organization And Management ◽  
Customer Relationship Marketing ◽  
Study Results ◽  
And Behavior ◽  
The Relationship ◽  
Self Administered Questionnaire ◽  
Theoretical Foundations

Globally, festivals and host communities face increased competition each year from one another and from the myriad of alternate entertainment options. To remain competitive, festival organizers must fully understand what keeps festival attendees coming back year after year. Festivalscape has been an emerging concept of value in this arena, and previous studies have found that festivalscape has an effect on the attendees' emotion and behavior that influences their overall perceived value of the festival. The purpose of this study is to examine the relationship between festivalscape and the attendees' motivation, satisfaction, and loyalty. A self-administered questionnaire was developed and a structural equation modeling (SEM) was employed to test the proposed hypotheses. Study results support the hypotheses, indicating the importance of using festivalscape factors for festival organization and management and effective customer relationship marketing. Further, this study provides academic contributions to theoretical foundations by confirming the effects of these factors. This study also provides practical implications for managing festivals effectively and successfully.

A Comparison of Reliability Estimation Based on Confirmatory Factor Analysis and Exploratory Structural Equation Models

2021 ◽  
pp. 001316442110089
Author(s):  
Yuanshu Fu ◽  
Zhonglin Wen ◽  
Yang Wang
Keyword(s):  
Factor Analysis ◽  
Confirmatory Factor Analysis ◽  
Structural Equation ◽  
Reliability Estimation ◽  
Model Fit ◽  
Equation Modeling ◽  
Factor Loadings ◽  
Reliability Estimates ◽  
Confirmatory Factor ◽  
Composite Reliability

Composite reliability, or coefficient omega, can be estimated using structural equation modeling. Composite reliability is usually estimated under the basic independent clusters model of confirmatory factor analysis (ICM-CFA). However, due to the existence of cross-loadings, the model fit of the exploratory structural equation model (ESEM) is often found to be substantially better than that of ICM-CFA. The present study first illustrated the method used to estimate composite reliability under ESEM and then compared the difference between ESEM and ICM-CFA in terms of composite reliability estimation under various indicators per factor, target factor loadings, cross-loadings, and sample sizes. The results showed no apparent difference in using ESEM or ICM-CFA for estimating composite reliability, and the rotation type did not affect the composite reliability estimates generated by ESEM. An empirical example was given as further proof of the results of the simulation studies. Based on the present study, we suggest that if the model fit of ESEM (regardless of the utilized rotation criteria) is acceptable but that of ICM-CFA is not, the composite reliability estimates based on the above two models should be similar. If the target factor loadings are relatively small, researchers should increase the number of indicators per factor or increase the sample size.

scholarly journals The Psychology of Sharing: Multigroup Analysis among Users and Non-Users of Carsharing

2021 ◽  
Vol 13 (12) ◽  
pp. 6842
Author(s):  
Érika Martins Silva Ramos ◽  
Cecilia Jakobsson Bergstad
Keyword(s):  
Travel Behavior ◽  
Psychological Factors ◽  
Structural Equation ◽  
Subjective Norms ◽  
Equation Modeling ◽  
Intention To Use ◽  
Negative Effects ◽  
Confirmatory Factor ◽  
Negative Effect ◽  
Multigroup Confirmatory Factor Analysis

The present study investigates the determinants of intention to use carsharing services by an integrated model of psychological predictors of travel behavior. The model proposed is tested by multigroup confirmatory factor analysis (MGCFA) in structural equation modeling (SEM) with further discussion about analysis of invariance and its relevance for comparisons between groups. The sample was classified into four groups: Italian users, Italian non-users, Swedish users, and Swedish non-users of carsharing. The users were respondents who have used or are currently using carsharing, while non-users reported never using the carsharing services. The analysis of data from 6072 respondents revealed that control was the main predictor of intention to use carsharing; driving habits had stronger negative effects for users of carsharing than for non-users; subjective norms positively predicted the intention to use carsharing among all groups; trust was a predictor of intention only for the Italian groups; and climate morality had a small negative effect on the Swedish groups only. The outcomes of this investigation will increase the knowledge about the use of carsharing and help to identify the behavioral and psychological factors that primarily influence people’s intention to use it.

Going through the motions

2016 ◽  
Vol 4 (2) ◽  
pp. 149-175 ◽  
Author(s):  
Annamaria Kubovcikova
Keyword(s):  
Internal Consistency ◽  
Structural Equation ◽  
Three Dimensional ◽  
Equation Modeling ◽  
Content Type ◽  
Multiple Indicators ◽  
Concept Definition ◽  
Confirmatory Factor ◽  
Reflective Measurement ◽  
Stability And Consistency

Purpose – The purpose of this paper is to test the properties of the well-known three-dimensional adjustment scale, established by Black et al. (1988, 1989), namely, its dimensionality and internal consistency. The theoretical basis of the construct is discussed in relation to formative and reflective measurement approaches. Design/methodology/approach – Two different ways of organizing the adjustment items (random/non-random) were used to assess the internal consistency of the three-dimensional adjustment scale. The quantitative analysis presented is based on survey data from 468 assigned expatriates in Asia that were subjected to an exploratory and confirmatory factor analysis as well as a structural equation modeling – more specifically the multiple indicators multiple causes model (MIMIC). Findings – The study revealed that the adjustment construct is possibly misspecified, especially the general adjustment dimension, that was tested as a formative, not a reflective scale. There is further evidence that the wrong measurement approach skewed the coefficient that connects adjustment to performance, which is the key construct in its nomological network. Moreover, the dimensionality and the internal consistency of the scale are deteriorated to a large extent by randomization of the items. The findings highlight the need for a clear concept definition that would lead to an appropriate operationalization of the construct. Originality/value – The study is one of the few rigorously testing the properties of a construct that has been used for almost 30 years, thus yielding some novel conclusions about its stability and consistency.

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