Cognitive Empathy and Emotional Empathy in Human Behavior and Evolution

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Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality (2018, background): “Research confirms that empathy involves cognitive as well as emotional dimensions (Jones & Shandiz, 2015; Smith, 2006; Wieseke et al., 2012).”
Salesperson empathy, ethical behaviors, and sales performance: the moderating role of trust in one's manager (2015, background): “It depicts the salesperson’s concern, comprehension and discernment of others’ perceptions and thought processes (Smith 2006).”
On the Role of Empathy in Customer-Employee Interactions (2012, background): “Scholars increasingly agree that empathy is best understood as a multidimensional construct comprising cognitive and emotional constituents (Kerem, Fishman, and Josselson 2001; Smith 2006).”
Empathy: Gender effects in brain and behavior (2014, background): “From the perspective of evolutionary and developmental biology, empathy’s purposes, in both humans and nonhuman animals, can be broadly divided into two categories: Promoting prosocial, cooperative behavior, and understanding or predicting the behavior of others (Smith, 2006).”