The influence of empathy in complaint handling: Evidence of gratitudinal and transactional routes to loyalty

By F. Simon. 2013

86 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/739990a2cd6c7a666f09250a95e82eb3cf5e1f8a

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. L. Lee
2. Juan M. Madera
3. Priyanko Guchait
4. V. Magnini

In Organizational Behavior and Human Resource Management

1. L. Lee
2. Hyounae Kelly Min
3. Juan M. Madera
4. Anqi Luo
5. Priyanko Guchait

In Sociology and Political Science

1. L. Lee
2. Juan M. Madera
3. Anqi Luo
4. Priyanko Guchait
5. V. Magnini

Citations in the corpus

• Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture (2019, background): “Instead, research shows that service recovery performance efforts should include genuine expressions of empathy, compassion, politeness, and other positive emotions (Kau and Wan-Yiun Loh, 2006; Simon, 2013).”
• Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews (2015, background): “Empathy has long been considered as an important factor for understanding and satisfying customer needs (e.g., Drollinger, Comer, and Warrington 2006; Simon 2013; Skogland and Siguaw 2004).”