CoChat
Sign Up
Cited by 9Customer Service Quality and LoyaltyBanking Sector Performance and ManagementAI in Service Interactions

The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.

Mediating role of trust in the impact of perceived empathy and customer orientation on intention to continue relationship in Indian banks

Kumra, Rajeev, Sharma, Praveen Kumar·2022·Journal of Financial Services Marketing
DOI 10.1057/s41264-021-00137-6
Open this paper in CoChat — free account

Overview

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.1057/s41264-021-00137-6

Cites

1 of 1 references verified0 citation errors · 0 not checkable

Statistics

Verification

Claims the paper makes

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

The self-check needs the paper’s full text.

Citations

Cites

Show all 1 references

Research works printed but not linked: 85

  1. Aggarwal, P., S.B. Castleberry, R. Ridnour, and C.D. Shepherd. 2005. Salesperson empathy and listening: Impact on relationship outcomes. Journal of Marketing Theory and Practice, Taylor & Francis 13 (3): 16–31. · DOI
  2. Akrout, H., Diallo, M.F., Akrout, W. and Chandon, J.-L. (2016), “Affective trust in buyer-seller relationships: a two-dimensional scale”, Journal of Business & Industrial Marketing, Emerald Group Publishing Limited. · DOI
  3. Alavi, S., J. Habel, C. Schmitz, B. Richter, and J. Wieseke. 2018. The risky side of inspirational appeals in personal selling: When do customers infer ulterior salesperson motives? Journal of Personal Selling & Sales Management, Taylor & Francis 38 (3): 323–343. · DOI
  4. Alford, B.L., and D.L. Sherrell. 1996. The role of affect in consumer satisfaction judgments of credence-based services. Journal of Business Research 37 (1): 71–84. · DOI
  5. Ashill, N.J., R.W. Semaan, T. Gibbs, and A. Gazley. 2020. Personality trait determinants of frontline employee customer orientation and job performance: A Russian study. International Journal of Bank Marketing. 38 (5): 1215–1234. · DOI
  6. Bahadur, W., S. Aziz, and S. Zulfiqar. 2018. Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality. Cogent Business and Management, Taylor & Francis 5 (1): 1491780. · DOI · Paper page
  7. Bahadur, W., A.N. Khan, A. Ali, and M. Usman. 2020. Investigating the effect of employee empathy on service loyalty: The mediating role of trust in and satisfaction with a service employee. Journal of Relationship Marketing, Taylor & Francis 19 (3): 229–252. · DOI
  8. Barrett-Lennard, G.T. 1981. The empathy cycle: Refinement of a nuclear concept. Journal of Counseling Psychology, American Psychological Association 28 (2): 91.
  9. Bateman, C., and S. Valentine. 2015. The impact of salesperson customer orientation on the evaluation of a salesperson’s ethical treatment, trust in the salesperson, and intentions to purchase. Journal of Personal Selling and Sales Management, Taylor & Francis 35 (2): 125–142. · DOI
  10. Bhatt, K. 2020. Measuring service fairness and its impact on service quality and satisfaction: A study of Indian Banking Services. Journal of Financial Services Marketing 25: 35–44. · DOI
  11. Brady, M.K., and J.J. Cronin Jr. 2001. Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research, Sage Publications Sage CA: Thousand Oaks, CA 3 (3): 241–251.
  12. Campbell, C., L. Papania, M. Parent, and D. Cyr. 2010. An exploratory study into brand alignment in B2B relationships. Industrial Marketing Management, Elsevier 39 (5): 712–720. · DOI
  13. Clark, A.J. 2010. Empathy: An integral model in the counseling process. Journal of Counseling and Development 88 (3): 348–356. · DOI
  14. Clark, M., and J. Melancon. 2013. The influence of social media investment on relational outcomes: A relationship marketing perspective. International Journal of Marketing Studies 5 (4): 132. · DOI
  15. Colquitt, J.A., B.A. Scott, and J.A. LePine. 2007. Trust, trustworthiness, and trust propensity: A meta-analytic test of their unique relationships with risk taking and job performance. Journal of Applied Psychology, American Psychological Association 92 (4): 909.
  16. Colwell, S.R., and S. Hogarth-Scott. 2004. The effect of cognitive trust on hostage relationships. Journal of Services Marketing, Emerald Group Publishing Limited 18 (5): 384–394. · DOI
  17. Comer, L.B., and T. Drollinger. 1999. Active empathetic listening and selling success: A conceptual framework. Journal of Personal Selling and Sales Management, Taylor & Francis 19 (1): 15–29.
  18. Davis, M.H. 1983. Measuring individual differences in empathy: Evidence for a multidimensional approach. Journal of Personality and Social Psychology 44 (1): 113–126. · DOI · Paper page
  19. Davis, M.H. (1996), “Empathy: A social psychological approach Westview Press, Madison, WI”, Boulder, CO.
  20. Dawson, L.E., Jr., B. Soper, and C.E. Pettijohn. 1992. The effects of empathy on salesperson effectiveness. Psychology & Marketing, Wiley Online Library 9 (4): 297–310. · DOI
  21. de Vignemont, F., and T. Singer. 2006. The empathic brain: How, when and why? Trends Cognitive Science 10: 435–441. · DOI
  22. Delpechitre, D., B.N. Rutherford, and L.B. Comer. 2019. The importance of customer’s perception of salesperson’s empathy in selling. Journal of Business and Industrial Marketing 34 (2): 374–388. · DOI · Paper page
  23. Doney, P.M., and J.P. Cannon. 1997. An examination of the nature of trust in buyer–seller relationships. Journal of Marketing, SAGE Publications Sage CA: Los Angeles, CA 61 (2): 35–51.
  24. Dowell, D., M. Morrison, and T. Heffernan. 2015. The changing importance of affective trust and cognitive trust across the relationship lifecycle: A study of business-to-business relationships. Industrial Marketing Management, Elsevier 44: 119–130. · DOI
  25. Duan, C., and C.E. Hill. 1996. The current state of empathy research. Journal of Counseling Psychology, American Psychological Association 43 (3): 261.
  26. Fellesson, M., and N. Salomonson. 2016. The expected retail customer: Value co-creator, co-producer or disturbance? Journal of Retailing and Consumer Services, Elsevier 30: 204–211. · DOI
  27. Feshbach, S. 1987. Individual aggression, national attachment, and the search for peace: Psychological perspectives. Aggressive Behavior, Wiley Online Library 13 (5): 315–325. · DOI
  28. Fornell, C., and D.F. Larcker. 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18 (1): 39–50. · DOI · Paper page
  29. Gao, L., K.A. Waechter, and X. Bai. 2015. Understanding consumers’ continuance intention towards mobile purchase: A theoretical framework and empirical study—A case of China. Computers in Human Behavior, Elsevier 53: 249–262. · DOI
  30. Gerlach, G.I., K. Rödiger, R.M. Stock, and N.A. Zacharias. 2016. Salespersons’ empathy as a missing link in the customer orientation–loyalty chain: An investigation of drivers and age differences as a contingency. Journal of Personal Selling and Sales Management, Taylor & Francis 36 (3): 221–239. · DOI
  31. Guenzi, P. and Georges, L. (2010), “Interpersonal trust in commercial relationships”, European Journal of Marketing, Emerald Group Publishing Limited. · DOI
  32. Hair, J.F., W.C. Black, B.J. Babin, and R.E. Anderson. 2009. Multivariate data analysis: A global perspective, 7th ed. Upper Saddle River: Prentice Hall.
  33. Hammervoll, T. 2009. Value-creation logic in supply chain relationships. Journal of Business-to-Business Marketing, Taylor & Francis 16 (3): 220–241. · DOI
  34. Hansen, E.M., J.H. Eklund, A. Hallén, C.S. Bjurhager, E. Norrström, A. Viman, and E.L. Stocks. 2018. Does feeling empathy lead to compassion fatigue or compassion satisfaction? The role of time perspective. The Journal of Psychology, Taylor & Francis 152 (8): 630–645.
  35. Hayes, A.F., K.J. Preacher, and T.A. Myers. 2011. Mediation and the estimation of indirect effects in political communication research. Sourcebook for Political Communication Research: Methods, Measures, and Analytical Techniques 23 (1): 434–465.
  36. Hennig‐Thurau, T. (2004), “Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention”, International Journal of Service Industry Management, Emerald Group Publishing Limited. · DOI
  37. Homburg, C., M. Müller, and M. Klarmann. 2011. When does salespeople’s customer orientation lead to customer loyalty? The differential effects of relational and functional customer orientation. Journal of the Academy of Marketing Science 39 (6): 795–812. · DOI
  38. Homburg, C., J. Wieseke, and T. Bornemann. 2009. Implementing the marketing concept at the employee–customer interface: The role of customer need knowledge. Journal of Marketing 73: 64–81.
  39. Jaramillo, F., D.M. Ladik, G.W. Marshall, J.P. Mulki, and F. Jaramillo. 2007. A meta-analysis of the relationship between sales orientation-customer orientation ( SOCO ) and salesperson job performance. Journal of Business and Industrial Marketing 22 (5): 302–310. · DOI
  40. Johnson, D., and K. Grayson. 2005. Cognitive and affective trust in service relationships. Journal of Business Research, Elsevier 58 (4): 500–507. · DOI
  41. Karniol, R. 1982. Settings, scripts, and self-schemata: A cognitive analysis of the development of prosocial behavior, 251–278. The Development of Prosocial Behavior: Elsevier.
  42. Kasiri, L.A., K.T.G. Cheng, M. Sambasivan, and S.M. Sidin. 2017. Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services 35: 91–97. · DOI
  43. Kerem, E., N. Fishman, and R. Josselson. 2001. The experience of empathy in everyday relationships: Cognitive and affective elements. Journal of Social and Personal Relationships, Sage Publications Sage CA: Thousand Oaks, CA 18 (5): 709–729. · DOI
  44. Kidwell, B., R.G. McFarland, and R.A. Avila. 2007. Perceiving emotion in the buyer–seller interchange: The moderated impact on performance. Journal of Personal Selling and Sales Management, Taylor & Francis 27 (2): 119–132. · DOI
  45. Kofi Amoako, G., G. Baadu Adams, and J.K. Doe. 2020. Intention to continue relationship in B to B setting–case of Guinness Ghana breweries–some preliminary findings. Journal of Business-to-Business Marketing, Taylor & Francis 27 (1): 81–94. · DOI
  46. Kumra, R., and R.K. Mittal. 2004. Growth drivers of IT enabled banking in India: A study of scheduled commercial banks. LBS Journal of Management and Research 2 (1): 60–72.
  47. Kwon, I.G., and T. Suh. 2004. Factors affecting the level of trust and commitment in supply chain relationships. Journal of Supply Chain Management, Wiley Online Library 40 (1): 4–14. · DOI
  48. Lee, C. (2020), “Patient loyalty to health services: The role of communication skills and cognitive trust”, International Journal of Healthcare Management, Taylor & Francis, pp. 1–11.
  49. Li, M., and C.H.C. Hsu. 2018. Customer participation in services and employee innovative behavior: The mediating role of interpersonal trust. International Journal of Contemporary Hospitality Management 30 (4): 2112–2131. · DOI
  50. Limbu, Y. B., C. Jayachandran, B.J. Babin, and R.T. Peterson. 2016. Empathy, nonverbal immediacy, and salesperson performance: The mediating role of adaptive selling behavior. Journal of Business and Industrial Marketing 31 (5): 654–667. · DOI
  51. Liu, T.-C., and L.-W. Wu. 2009. Cross-buying evaluations in the retail banking industry. The Service Industries Journal, Taylor & Francis 29 (7): 903–922. · DOI
  52. Locander, D.A., J.A. Locander, and F.J. Weinberg. 2020. How salesperson traits and intuitive judgments influence adaptive selling: A sensemaking perspective. Journal of Business Research, Elsevier 118: 452–462. · DOI
  53. McAllister, D.J. 1995. Affect- and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of Management Journal 38 (1): 24–59. · DOI · Paper page
  54. McBane, D.A. 1995. Empathy and the salesperson: A multidimensional perspective. Psychology and Marketing, Wiley Online Library 12 (4): 349–370. · DOI
  55. McFarland, R.G., and A.L. Dixon. 2019. An updated taxonomy of salesperson influence tactics. Journal of Personal Selling and Sales Management, Taylor & Francis 39 (3): 238–253. · DOI
  56. Mehrabian, A., N. Epstein, and L. Angles. 1972. A measure of emotional empathy. Journal of Personality 40 (4): 525–545. · DOI · Paper page
  57. Morales Mediano, J., and J.L. Ruiz-Alba. 2019. New perspective on Customer Orientation of Service Employees: A conceptual framework. The Service Industries Journal 39 (13–14): 966–982. · DOI
  58. Narteh, B. 2009. Relationship marketing and customer satisfaction in the Ghanaian banking sector. Journal of Retailing Marketing Management Research 2 (1): 15–29.
  59. Newell, S.J., J.J. Belonax, M.W. McCardle, and R.E. Plank. 2011. The effect of personal relationship and consultative task behaviors on buyer perceptions of salesperson trust, expertise, and loyalty. Journal of Marketing Theory and Practice, Taylor & Francis 19 (3): 307–316. · DOI
  60. Newell, S.J., B. Wu, D. Leingpibul, and Y. Jiang. 2016. The importance of corporate and salesperson expertise and trust in building loyal business-to-business relationships in China. Journal of Personal Selling & Sales Management, Taylor & Francis 36 (2): 160–173. · DOI
  61. Ngo, L.V., Nguyen, T.N.Q., Tran, N.T. and Paramita, W. (2020), “It takes two to tango: The role of customer empathy and resources to improve the efficacy of frontline employee empathy”, Journal of Retailing and Consumer Services, Elsevier, Vol. 56, p. 102141. · DOI
  62. Nguyen, N.P., H. Wu, F. Evangelista, and T.N.Q. Nguyen. 2020. The effects of organizational mindfulness on ethical behaviour and firm performance: Empirical evidence from Vietnam. Asia Pacific Business Review, Routledge 00 (00): 1–23.
  63. Pedersen, C.L. 2021. Empathy-based marketing. Psychology and Marketing, Wiley Online Library 38 (3): 470–480. · DOI
  64. Piaget, J. 1981. Intelligence and affectivity: Their relationship during child development. Oxford: Annual Reviews.
  65. Preacher, K.J., and A.F. Hayes. 2004. SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, and Computers, Springer 36 (4): 717–731. · DOI · Paper page
  66. Preacher, K.J., and A.F. Hayes. 2008. Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods 40 (3): 879–891. · DOI · Paper page
  67. Preston, S.D. and de Waal, F.B.M. (2002) Empathy: its ultimate and proximate bases. Behavioural Brain Science, 25, 1–20; discussion 20–71. · DOI · Paper page
  68. Reichheld, F.F., and P. Schefter. 2000. E-loyalty: Your secret weapon on the web. Harvard Business Review 78 (4): 105–113.
  69. Reniers, R.L., R. Corcoran, R. Drake, N.M. Shryane, and B.A. Völlm. 2011. The QCAE: A questionnaire of cognitive and affective empathy. Journal of Personality Assessment 93 (1): 84–95. · DOI · Paper page
  70. Rodrigues, S.H., S. Mascarenhas, J. Dias, and A. Paiva. 2015. A process model of empathy for virtual agents. Interacting with Computers 27 (4): 371–391. · DOI
  71. Saxe, R., and B.A. Weitz. 1982. The SOCO scale: a measure of the customer orientation of salespeople. Journal of Marketing Research 19 (3): 343. · DOI
  72. Schaller, M., and R.B. Cialdini. 1988. The economics of empathic helping: Support for a mood management motive. Journal of Experimental Social Psychology, Elsevier 24 (2): 163–181. · DOI
  73. Shrout, P.E., and N. Bolger. 2002. Mediation in experimental and nonexperimental studies: New procedures and recommendations. Psychological Methods, American Psychological Association 7 (4): 422.
  74. Spiro, R.L., and B.A. Weitz. 1990. Adaptive selling: Conceptualization, measurement, and nomological validity. Journal of Marketing Research, SAGE Publications Sage CA: Los Angeles, CA 27 (1): 61–69.
  75. Srivastava, S., and S. Vishnani. 2021. Determinants of mobile bank usage among the bank users in North India. Journal of Financial Services Marketing 26 (1): 34–51. · DOI
  76. Stamos, A., E. Altsitsiadis, and S. Dewitte. 2019. Investigating the effect of childhood socioeconomic background on interpersonal trust: Lower childhood socioeconomic status predicts lower levels of trust. Personality and Individual Differences, Elsevier 145: 19–25. · DOI
  77. Stock, R.M., and W.D. Hoyer. 2005. An attitude-behavior model of salespeople’s customer orientation. Journal of the Academy of Marketing Science 33 (4): 536–552. · DOI
  78. Swan, J.E., M.R. Bowers, and L.D. Richardson. 1999. Customer trust in the salesperson: An integrative review and meta-analysis of the empirical literature. Journal of Business Research, Elsevier 44 (2): 93–107. · DOI
  79. Tsaur, S.H., C.H. Wang, C.H. Yen, and Y.C. Liu. 2014. Job standardization and service quality: The mediating role of prosocial service behaviors. International Journal of Hospitality Management 40: 130–138. · DOI
  80. Wai, M., and N. Tiliopoulos. 2012. The affective and cognitive empathic nature of the dark triad of personality. Personality and Individual Differences, Elsevier 52 (7): 794–799. · DOI · Paper page
  81. Weißhaar, I., and F. Huber. 2016. Empathic relationships in professional services and the moderating role of relationship age. Psychology and Marketing, Wiley Online Library 33 (7): 525–541. · DOI
  82. Widmier, S. 2002. The effects of incentives and personality on salesperson’s customer orientation. Industrial Marketing Management, Elsevier 31 (7): 609–615. · DOI
  83. Wieseke, J., A. Geigenmüller, and F. Kraus. 2012. On the role of empathy in customer-employee interactions. Journal of Service Research, Sage Publications Sage CA: Los Angeles, CA 15 (3): 316–331.
  84. Wood, R.E., J.S. Goodman, N. Beckmann, and A. Cook. 2008. Mediation testing in management research: A review and proposals. Organizational Research Methods 11 (2): 270–295. · DOI
  85. Xiang, Li., Xiabing Zheng, Z.K. Kem, and M.K.O.L. Zhang. 2018. ‘Understanding consumers’’ continuance intention to contribute online reviews’. Industrial Management and Data Systems 118 (1): 22–40. · DOI

Metadata

Authors
Kumra, R., & Sharma, P. K.
Affiliations
  • Indian Institute of Management Lucknow (IN)
  • Jaypee Institute of Information Technology (IN)
Corresponding author
Kumra, Rajeev
ORCID
Venue
Journal of Financial Services Marketing
Publisher
Springer Science and Business Media LLC
Published
2022-01-05
Volume
27
Issue
4
Pages
372-386
ISSN
  • 1363-0539 (ISSN-L)
  • 1479-1846
DOI
10.1057/s41264-021-00137-6
OpenAlex
W4206656203
Cited by
9
References
1
Citations by year
2026: 2 · 2025: 4 · 2024: 2 · 2023: 1
FWCI
1.65
Type
journal article
Language
en
Open access
closed
Licence
Locations
  • Journal of Financial Services Marketing (publishedVersion)
  • RePEc: Research Papers in Economics (submittedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Accounting › Banking Sector Performance and Management
  • Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
Keywords
perceived empathy, cognitive empathy, affective empathy, customer orientation, trust, banking services, customer relationship management, Indian banks

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

How to cite

Cite CoChat for the checks on this page, and the paper for its own findings.

This page
CoChat. (2026). Citation check: Mediating role of trust in the impact of perceived empathy and customer orientation on intention to continue relationship in Indian banks. https://app.cochat.ai/papers/10.1057/s41264-021-00137-6
The paper
Kumra, R., & Sharma, P. K. (2022). Mediating role of trust in the impact of perceived empathy and customer orientation on intention to continue relationship in Indian banks. Journal of Financial Services Marketing. https://doi.org/10.1057/s41264-021-00137-6