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    • Mark S. Rosenbaum, Ph.D.

    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."


    Empathy is essential for business

    Dr. Bove is a valued member of the JSM family, as an author and Associate Editor, her article appears at http://bit.ly/2KUBf79


    “Empathy is a key factor for businesses because it communicates care for clients,” says Professor Bove.

    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.


    JSM at the forefront of service ideas

    https://pursuit.unimelb.edu.au/articles/is-empathy-good-for-business

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