Abstract:Purpose
As one of the five major dimensions of service quality, empathy has been and continues to be regarded as a requirement for a successful service encounter. This paper focuses on the highly customer-centric service industry of health care. The purpose of this paper is to shed light on the potential negative effects of empathy on both the physician and the patient.
Design/methodology/approach
Building on an in-depth review of literature and well-established service quality models, the authors propose a … Show more
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