...Arjun J Nair; Sridhar Manohar; Satish Rao Purpose The study explores agentic AI characterization on autonomy, adaptivity, empathy and transparency shaping sustainable consumer engagement within health and wellness tourism. Further, it aims to understand the mechanisms of AI agency promoting long...

...Yingzi Xu; I-Ling Ling Purpose This study applies the Affect Theory of Social Exchange (ATSE) to examine how symbolic service recovery strategies, specifically apologies and gratitude expressions, influence patient empathy, forgiveness, and trust. It addresses the challenge of rebuilding trust...

... empathy toward the dysfunctional customer and diminished intentions to engage in DCB. Conversely, if they perceive the employee as having low coping ability, the intervention backfires, enhancing the observers’ empathy toward the dysfunctional customer and consequently leading them to engage in more DCB...

... Empathy Intensified digitization and declining human contact in customer service are making it increasingly difficult to personalize conversations and facilitate personal touch (Soulliard, 2019). This has become a pressing issue as evidenced by companies making radical shifts in their customer...

...Adrian Heng Tsai Tan; Birgit Muskat; Raechel Johns Purpose The purpose of this paper is to examine the role of empathy in the student service experience. Taking a dyadic perspective, both students’ and staff’s perceptions are analyzed to determine if empathy matters to both actors alike; and which...

..., crisis communication and empathic concern, are tested using two experimental design studies of 180 and 107 adult respondents. Findings – The effects of both empathy (positive) and anger (negative) on attitudes toward the SSWs involved in crisis are mediated by controllability of attribution...