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Research article

First published 2012-8

On the Role of Empathy in Customer-Employee Interactions

Jan Wieseke, Anja Geigenmüller, Florian Kraus

Journal of Service Research

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Research article

First published 2024-03-15

The effect of reliability and empathy on customer satisfaction: A survey of PT Telkom Indonesia’s IndiHome customers

Suwignyo Widagdo, Yuniorita Indah Handayani, Agustin Hari Prastyowati [...]

Human Systems Management

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Research article

First published 2013-4

Is Empathy Effective for Customer Service? Evidence From Call Center Interactions

Colin Mackinnon Clark, Ulrike Marianne Murfett, Priscilla S. Rogers [...]

Journal of Business and Technical Communication

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Research article

First published 2017-8

Predisposing Customers to Be More Satisfied by Inducing Empathy in Them

Cassandra Davis, Li Jiang, Patti Williams [...]

Cornell Hospitality Quarterly

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Research article

First published 2026-2

Seeing Like a Company or a Customer: Selective Empathy in Pricing

Barbara Kiviat, Carly R. Knight

American Sociological Review

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Research article

First published 2005-10

Relations among Measures of Trait Empathy,Empathetic Response,and Willingness to Get Involved in Customer-Contact Situations

Hung-Jen Su, Sanghyun Lee, Jing Ding [...]

Psychological Reports

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Research article

First published 2024-11

Aligning (In)Congruent Chatbot–Employee Empathic Responses with Service-Recovery Contexts for Customer Retention

Hua Fan, Bing Han, Wangshuai Wang

Journal of Travel Research

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Research article

First published 2020-2

Empathy and Delight in a Personal Service Setting *

Thi Nguyet Que Nguyen, Quan Ha Minh Tran, Mathew Chylinski

Australasian Marketing Journal

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Research article

First published 2024-9

Electronic Consumer-to-Consumer Interaction (eCCI) Post a Service Failure: The Psychological Power of Need for Approval

Wei Wei, Lu Zhang, Bobbie Rathjens [...]

Journal of Hospitality & Tourism Research

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Research article

First published 2023-10

The Impact of Employee Empathy on Brand Trust in Organizational Complaint Response Emails: A Closer Look at Linguistic Realization

Rebecca Van Herck, Sofie Decock, Bernard De Clerck [...]

International Journal of Business Communication

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