On the Role of Empathy in Customer-Employee Interactions
Author:
Affiliation:
1. Marketing Department, Ruhr-University of Bochum, Bochum, Germany
2. Department of Marketing, Ilmenau University of Technology, Ilmenau, Germany
3. University of Mannheim, Mannheim, Germany
Publisher
SAGE Publications
Subject
Organizational Behavior and Human Resource Management,Sociology and Political Science,Information Systems
Link
http://journals.sagepub.com/doi/pdf/10.1177/1094670512439743
Reference124 articles.
1. Salesperson Empathy and Listening: Impact on Relationship Outcomes
2. Examining the effect of salesperson service behavior in a competitive context
3. Fact or Fiction: An Investigation of Empathy Differences in Response to Emotional Melodramatic Entertainment
4. Service Encounter Emotional Value
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