Tan, Adrian Heng TsaiAdrian Heng TsaiTanMuskat, BirgitBirgitMuskatJohns, RaechelRaechelJohns2026-02-242026-02-2420192055-62332055-6225https://fis.uni-bamberg.de/handle/uniba/113806engThe role of empathy in the service experiencearticle10.1108/jstp-10-2018-0221https://www.emerald.com/insight/content/doi/10.1108/JSTP-10-2018-0221/full/xmlhttps://www.emerald.com/insight/content/doi/10.1108/JSTP-10-2018-0221/full/html