Customer Service Representatives: Empathy Behaviors and Perceived Roles As Predictors of Jb Tension and Satisfaction

摘要

Four major factors are the subject of this study of customer service representatives. They are (1) the individual employee's empathy behaviors, (2) the empathy behaviors of the immediate supervisor, (3) levels of role conflict and ambiguity experienced by employees, and (4) subsequent feelings of job tension and satisfaction. When these ingredients lead to a satisfied and confident employee, customer services rendered are most liely to improve. Lower tension and greater satisfaction should resutl in more effective patterns of interaction with company customers and clients, since customer service representattives will feel free to individualize responses and generate creative solutions to various consumer problems.