Umasuthan, Hamsanandini; Park, Oun-Joung; Ryu, Jong-Hyun - In: Journal of Services Marketing 31 (2017) 6, pp. 618-635
Purpose The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral intention among business and leisure hotel guests. Studies relevant to empathy dimensions are relatively scarce...