Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19
's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This … study investigates customer-employee reciprocity related to a failed service interaction and its meaning as a predictor of … the (a) impact of failed service interactions and (b) empathetic customer service agents still needs to be explored. For …