An Experimental Study of How Missing Employee Empathy in Failed Service Interactions Affects Empathetic Customers’ EWoM-Giving Behaviour
Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee’s perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer–employee reciprocity related to a...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2023-05-01
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| Series: | Administrative Sciences |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2076-3387/13/5/123 |