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Published in 2020 at "Journal of Retailing and Consumer Services"
DOI: 10.1016/j.jretconser.2020.102141
Abstract: Abstract This study investigates the link between employee empathy and customer satisfaction. Building on social exchange theory, we develop a model of employee-customer empathy. We focus on the central role of customer-oriented behaviour in explaining…
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Keywords:
employee;
customer;
role customer;
customer empathy ... See more keywords