Empathy for service: benefits, unintended consequences, and future research agenda
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DOI: 10.1108/jsm-10-2018-0289
Abstract: PurposeEmpathy is a core characteristic of helping and caring interactions and thus is fundamental to service. Yet, to date, service marketing literature has focused on a restricted view of the value of empathy as it… read more here.
Keywords: future research; benefits unintended; service; service benefits ... See more keywords