There have been various ways of measuring service experiences in the past, but Generation Y has different values and mindsets than those of the generations that preceded them. This paper suggests mobile ethnography as an ideal method for data collection, where Generation Y customers are...

Purpose: The purpose of this paper is to examine the role of empathy in the student service experience. Taking a dyadic perspective, both students’ and staff’s perceptions are analyzed to determine if empathy matters to both actors alike; and which differences in perceptions about the role...

Purpose: This study examines the role of empathy in the student service experience. Taking a dyadic perspective, both students and staff’s perceptions are analyzed to determine if 1) empathy matters to both actors alike; and 2) which differences in perceptions about the role of empathy between...