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Keywords: Employee empathy
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2024) 35 (3): 381–407.
Published: 10 May 2024
...Laee Choi; MiRan Kim; Soyeon Kim Purpose This study explores the influence of employee empathy on brand love, which subsequently affects customer advocacy, willingness to pay more (WTPM) and tolerance of failure. Additionally, it investigates the mediating role of customer delight and gratitude...
