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Keywords: Empathy
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Journal Articles
The influence of empathy on value co-creation, value in use, and customer retention in the banking sector
Available to Purchase
International Journal of Bank Marketing (2026) 44 (2): 237–257.
Published: 08 September 2025
...Mirlene Rabelo Magalhães Dias; Jose Sarto Freire Castelo; Emerson Wagner Mainardes Purpose This study aims to analyze how empathy contributes to value co-creation, value in use, and customer retention. Design/methodology/approach The article adopts a quantitative, descriptive, and cross...
Journal Articles
Frontline employees' performance in the financial services industry: the significance of trust, empathy and consumer orientation
Available to Purchase
International Journal of Bank Marketing (2023) 41 (3): 527–549.
Published: 12 January 2023
...Basharat Raza; Sylvie St-Onge; Muhammad Ali Purpose Based upon social exchange theory, this study investigates the mediating effect of consumers' trust in banking industry frontline employees on two relationships: (1) the relation between consumers' perceptions of frontline employees' empathy...
Journal Articles
The effects of empathy and listening of salespeople on relationship quality in the retail banking industry: The moderating role of felt stress
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International Journal of Bank Marketing (2015) 33 (6): 692–716.
Published: 07 September 2015
...Omar S. Itani; Aniefre Eddie Inyang 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...
