The Role of Empathy in Services
Liliana Bove sheds light on the fact that “Empathy is a key factor for businesses because it communicates care for clients."
Dr. Bove is a valued member of the JSM family, as an author and Associate Editor, her article appears at http://bit.ly/2KUBf79
One may speculate whether empathy is a form of unconventional luxury. That is, are consumers willing to pay price premiums to obtain empathy? Is there an ROI associated with providing customers with empathy? See https://www.nytimes.com/2019/03/23/sunday-review/human-contact-luxury-screens.html
Rebekah Russell-Bennett and I applaud Dr. Bove's contribution and we hope that her article stimulates future thought regarding empathy. I'm keen to see authors calculate an empathy ROI or even consider empathy as unconventional luxury.