Table 1 Summary of prior research on... | Emerald Publishing

Table 1

Summary of prior research on compassion and key gaps

Area of research	Citation	Key findings	Research gap	Contribution of the present study
Compassion and employee outcomes	Choi et al. (2016)	Compassion reduces burnout, deviance, and turnover intentions	Compassion is primarily examined as a predictor, not as a behavior shaped by workplace conditions	Positions compassionate service behavior as an outcome influenced by workplace conditions, specifically customer incivility
Compassion at work	Hur et al. (2016)	Compassion at work enhances performance via identity and creativity	Links to customer-directed compassionate behavior and the role of workplace stressors remain unexamined	Examines how customer incivility and workplace uncertainty shape customer-directed compassionate service behavior
Organizational compassion practices	McClelland et al. (2018)	Compassion practices improve employee well-being and patient outcomes	Focus is on positive organizational processes, with limited attention to constraints on compassion or non-healthcare contexts	Identifies workplace uncertainty as a constraint on compassionate service behavior in broader service environments
Compassion and burnout	Ropes and de Boer (2021)	Compassion is associated with lower burnout among frontline workers	Antecedents that constrain or inhibit compassion are not specified	Introduces workplace uncertainty as a cognitive mechanism linking customer incivility to reduced compassionate service behavior
Compassion and organizational behavior	Zoghbi-Manrique-de-Lara et al. (2023)	Compassion drives organization-directed citizenship behavior	Customer-directed compassionate behavior is largely overlooked	Extends compassion research to outward-facing service interactions involving customers

Area of research	Citation	Key findings	Research gap	Contribution of the present study
Compassion and employee outcomes	Choi et al. (2016)	Compassion reduces burnout, deviance, and turnover intentions	Compassion is primarily examined as a predictor, not as a behavior shaped by workplace conditions	Positions compassionate service behavior as an outcome influenced by workplace conditions, specifically customer incivility
Compassion at work	Hur et al. (2016)	Compassion at work enhances performance via identity and creativity	Links to customer-directed compassionate behavior and the role of workplace stressors remain unexamined	Examines how customer incivility and workplace uncertainty shape customer-directed compassionate service behavior
Organizational compassion practices	McClelland et al. (2018)	Compassion practices improve employee well-being and patient outcomes	Focus is on positive organizational processes, with limited attention to constraints on compassion or non-healthcare contexts	Identifies workplace uncertainty as a constraint on compassionate service behavior in broader service environments
Compassion and burnout	Ropes and de Boer (2021)	Compassion is associated with lower burnout among frontline workers	Antecedents that constrain or inhibit compassion are not specified	Introduces workplace uncertainty as a cognitive mechanism linking customer incivility to reduced compassionate service behavior
Compassion and organizational behavior	Zoghbi-Manrique-de-Lara et al. (2023)	Compassion drives organization-directed citizenship behavior	Customer-directed compassionate behavior is largely overlooked	Extends compassion research to outward-facing service interactions involving customers

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