Empathy in the service experience

What is it about?

This paper examines the role of empathy in the student service experience. We look at both - student's and staff’s perceptions to find out if empathy matters; and which differences exist.

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Photo by Perry Grone on Unsplash

Photo by Perry Grone on Unsplash

Why is it important?

Empathy is s a psycho-social concept and defined as the response to and the ability to feel what others are feeling. Empathy is important as it is the key driver to achieve a high-quality experience in service settings, but so far, has not been receiving much attention in the higher education service context. Thus, it is unclear if empathy is equally important to both students and staff in relation to the student service experience.