Understanding nature of empathy through the lens of service encounter : a phenomenological study on FLE's
Year of publication: |
2018
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Authors: | Sony, Michael ; Mekoth, Nandakumar ; Terisa, K. K. |
Published in: |
International journal of productivity and quality management : IJPQM. - [Olney, Bucks] : Inderscience Enterprises, ISSN 1746-6474, ZDB-ID 2193376-5. - Vol. 23.2018, 1, p. 55-73
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Subject: | service encounter | emotional empathy | cognitive empathy | service front line employees | phenomenological research | Emotion | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Kognition | Cognition | Konsumentenverhalten | Consumer behaviour |
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