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Keywords: Response time
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2020) 31 (3): 421–439.
Published: 04 June 2020
... emotional empathy mediates the effect of PFR on coping behaviors. Study 2 finds that response time and apology mode jointly influence PFR. Research limitations/implications This research establishes the relationship between PFR and coping behaviors and shows the mediating role of emotional empathy...
