Monthly Archives: September, 2020
It takes two to tango
Abstract
This study investigates the link between employee empathy and customer satisfaction. Building on social exchange theory, we develop a model of employee-customer empathy. We...
Hubristic pride and prejudice
Abstract
Prior research has demonstrated how negative emotions influence negative word-of-mouth (NWOM). However, what if there exist certain positive emotions that influence consumers to spread...
