The Role of Consumer Empathic Acuity in Service Encounters
Year: 2022
Type: article
Study design: Observational Study
Abstract: ABSTRACT People-oriented sustainable behavior bears equivalence to the “triple bottom line” model of sustainability from the supply-side perspective discussed in academic and practitioner literature. Human consumption is a topic of several streams of scholarly research including but not limited to sustainability, personal wellness and quality of life, supply chain, and consumer behavior. Central to any consumer-service provider is the empathy of the relationship partner. An ability for an empathic understanding in a situation is essential to all relationships. This paper seeks to extend the research by further analyzing the role and dimensions of Empathic Acuity in the consumer-service provider relationships using multiple regression and structural equations modeling. The structural and measurement models are tested. Exploratory factor analysis for each component of the model is provided with theoretical explanations of the resulting dimensions. Further extensions of the model and future directions are also proposed. Keywords Sustainable consumption; empathy; emotional transference; SEM.
DOI: 10.18374/jibe-22-3.5
Authors: Parimal Bhagat, Eun Hwang
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4301366284