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Reinforcing customer loyalty through service employees’ competence and benevolence

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  • Nha Nguyen

Abstract

The present study aims to investigate how service employees’ competence and benevolence can influence customer loyalty. A hierarchical multiple regression with interaction analysis was performed on data collected from 1296 customers in a financial service provider. The results show a significant interaction between competence and benevolence in their influence on customer loyalty. These results reinforce the idea that benevolence can be used to enhance the effect of competence on customer loyalty. The managerial and research implications of the reported study are discussed.

Suggested Citation

  • Nha Nguyen, 2016. "Reinforcing customer loyalty through service employees’ competence and benevolence," The Service Industries Journal, Taylor & Francis Journals, vol. 36(13-14), pages 721-738, October.
    • Handle: RePEc:taf:servic:v:36:y:2016:i:13-14:p:721-738
    DOI: 10.1080/02642069.2016.1272595
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    Cited by:

    1. Cachón-Rodríguez, Gabriel & Blanco-González, Alicia & Prado-Román, Camilo & Del-Castillo-Feito, Cristina, 2022. "How sustainable human resources management helps in the evaluation and planning of employee loyalty and retention: Can social capital make a difference?," Evaluation and Program Planning, Elsevier, vol. 95(C).
    2. Gabriel Cachón‐Rodríguez & Alicia Blanco‐González & Camilo Prado‐Román & Francisco Diez‐Martin, 2021. "Sustainability actions, employee loyalty, and the awareness: The mediating effect of organization legitimacy," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 42(7), pages 1730-1739, October.

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