Journal article

Empathy for service: benefits, unintended consequences, and future research agenda

LL Bove

Journal of Services Marketing | Emerald | Published : 2019


Purpose: Empathy is a core characteristic of helping and caring interactions and thus is fundamental to service. Yet, to date, service marketing literature has focused on a restricted view of the value of empathy as it leads to improved service quality perceptions and successful sales outcomes. The aim of this paper is to provide a review of the empathy literature and the dispositional and situational factors affecting it, so as to further explore its potential benefits and limitations for service. Design/methodology/approach: A summative review of the empathy literature uncovers cause–effect relationships and their potential boundary conditions. Theoretical propositions set an agenda for fu..

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University of Melbourne Researchers