The effects of empathy and listening of salespeople on relationship quality in the retail banking industry
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 sp...
Saved in:
| Main Author: | |
|---|---|
| Other Authors: | |
| Format: | article |
| Published: |
2015
|
| Online Access: | http://hdl.handle.net/10725/11861 https://doi.org/10.1108/IJBM-06-2014-0076 http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php https://www.emerald.com/insight/content/doi/10.1108/IJBM-06-2014-0076/full/html |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|