... postrecovery behaviors (e.g. brand loyalty). Study 2 identifies customers’ empathy and compassion as mediators, explaining the effect of normative empathic display on customers' perceptions of interactional justice and behavioral intentions. Practical implications Robot agents are reliable substitutes...

... sciences was used to provide descriptive and inferential analysis. Results reveal the predominance and magnitude of effect of empathy positively on customer satisfaction, customer repurchase intention and word-of-mouth, and negatively on customer complaining behaviour and price sensitivity. Customer...