Accounting & Marketing

Assistant Professor at Sukkur IBA MS (HRM), Sukkur Institute of Business Administration, Sukkur, Sindh, Pakistan

Publications

• Research   
  Effects of Perceived Employee Emotional Competence on Customer Satisfaction and Loyalty: The mediating Role of Rapport
  Author(s): Satram Das Meghani*, Madam Raheela Haque and Niaz Ahmed Bhutto
  
  Recent years have witnessed a dramatic change in the service encounters due to change in the behaviors of customers, emerging demands of customers and new trends in the hair styles have led the employees to take care of customers emotions . In this regard, the objective of our research is to recognize and point out the elements that have influence on the customer satisfaction and customer loyalty, more specifically our spot light would be on the factors which build the reputation and relationship with the customers. Several researchers have worked on this topic and have proved the positive relationship of the employee emotional competence on customer satisfaction and customer loyalty and rapport mediates the relationship and our results have proved same. Using the causal research design in this research, survey method was adopted. Questionnaires were interviewed one to one with servic.. Read More»
  DOI: 10.37421/2168-9601.2021.10.348

  Abstract HTML PDF