Empathy

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Empathy is a dimension of service quality that refers to the amount of caring and individualized attention exhibited by the service firm.

Definition

According to Managing Quality by Foster (6th edition),

Empathy. A dimension of service quality that refers to the amount of caring and individualized attention exhibited by the service firm.

According to Looking Out, Looking In by Adler, Proctor (15th edition),

Empathy. The ability to project oneself into another person's point of view so as to experience the other's thoughts and feelings. See also sympathy.

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