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 … experience negative customer-employee interaction. The experiments test (a) the impact of employee and customer empathy on eWoM … situations, negative emotions fully mediate the relationship between customer empathy and eWoM-behaviour. In addition, empathetic …
