Purpose: This study examines the role of empathy in the student service experience. Taking a dyadic perspective, both students and staff’s perceptions are analyzed to determine if 1) empathy matters to both actors alike; and 2) which differences in perceptions about the role of empathy between...

Bangladesh has enjoyed remarkable economic growth for the last two decades primarily driven by an export-led development strategy, foreign remittances and greater empowerment of women. However, parallel to this, the socio-economic conditions (e.g., widespread poverty, poor accountability and...

There have been various ways of measuring service experiences in the past, but Generation Y has different values and mindsets than those of the generations that preceded them. This paper suggests mobile ethnography as an ideal method for data collection, where Generation Y customers are...