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The present research investigated the relationship between empathy and communicative competence among
customer service representatives serving in telecom companies of public and private sectors. It also compared
the level of empathy and communicative competence of customer service representatives. This study employed
cross-sectional survey method. Empathy of the participants was measured by Interpersonal Reactivity Index
(Davis, 1980) and Communicative competence was assessed by the Communicative Competence Scale
(Wiemann, 1977). Results of the Pearson correlation matrix indicated significant positive correlation between
communicative competence and two dimensions of empathy (perspective-taking, empathic concern and whereas
personal distress had significant but low correlation with communicative competence. Results of independent
sample t-tests revealed no significant difference in the level of empathy as well as communicative competence
of customer service representatives working in public and private telecom sectors. The findings of this study
have important implications for organizational psychologists and human resource managers to improve the
work effectiveness of employees working in telecom companies.
Hassan Jabeer, Nasreen Akhtar. (2013) Empathy and Communicative Competence of Customer Service Representative in Public and Private Telecom Sectors, Pakistan Journal of Social and Clinical Psychology, Volume 11, Issue 2.
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