The influence of empathy on value co-creation, value in use, and customer retention in the banking sector Available to Purchase

Mirlene Rabelo Magalhães Dias a Bachelor’s degree in Economic Sciences from the Federal University of Amazonas (2000), a master’s degree in Regional Development from the Federal University of Amazonas (2004), and a Doctor in Business Administration from the University of Fortaleza (2023). He is currently a full professor at Nilton Lins University and chief of staff–the Legislative Assembly of Amazonas, working mainly in political marketing and the following topics: study, projects, public choice theory, list of ineligible and environmental factors.

Jose Sarto Freire Castelo a Postdoctoral Internship in the Graduate Program in Urban Management, in the area of Strategic Digital City at the Pontifical Catholic University of Paraná, and a Doctor in Management with an emphasis on Marketing from the Faculty of Economics of the University of Coimbra. He served as Advisor to the Board of Directors of Confecções Guararapes S.A., Commercial Manager of Quimindústria S.A. (Hidracor), and Coordinator of the Administration Course at the University of Fortaleza. He is currently a Full Professor, teaches the disciplines of Strategic Marketing in the Professional Master’s Degree in Administration (MPA), Strategic Brand Management (Branding), and Strategic Marketing in the Graduate Program in Administration (PPGA) inserted in the research line Operations and Market, and is also an alternate member representing the Center for Communication and Management in the Ethics and Research Committee at the University of Fortaleza.

Emerson Wagner Mainardes was a Full Professor and Researcher at Fucape Business School. His PhD was in Management at the University of Beira Interior (UBI/Portugal) in 2010. He has built a consistent career, with 205 published articles, 2 books and 19 book chapters. He is associate editor of the Brazilian Business Review and the International Review on Public and Nonprofit Marketing. He is also on the editorial board of the International Journal of Bank Marketing. He has research funding from the Brazilian government and the Portuguese government. He researches Services marketing, Financial services marketing, Bank marketing, Retail marketing and Nonprofit marketing. The author is also affiliated with FEA-USP, University of São Paulo, São Paulo, Brazil.