... (or empathetically) experienced self-conscious emotions (Lickel et al., 2005). Second, this study focuses on the role of witnessing customers’ empathic tendencies for the elicitation of self-conscious emotions and intentions. Empathy is critical for deontic justice, which makes it possible to appraise...

...Liliana L. Bove 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...

...Akanksha Bedi; Aaron C.H. Schat Purpose This study aims to examine the relations between service employee blame attributions in response to customer incivility and revenge desires and revenge behavior toward customers, and whether employee empathy moderated these relations. Design/methodology...