The Role of Empathy in the Service Experience

Abstract: Purpose: This study examines the role of empathy in the student service experience. Taking a dyadic perspective, both students and staff’s perceptions are analyzed to determine if 1) empathy matters to both actors alike; and 2) which differences in perceptions about the role of empathy between these actors exist. Design/Methodology/Approach: We adopt a multi-method approach and used data from 256 usable survey responses from eleven higher education service providers in Singapore. Empathy was operationalized by six cognitive and affective independent variables and multiple multivariate analyses are applied, such as multivariate analysis of variance (MANOVA), discriminant analysis and multiple regression analysis. Results: Results show that both students and staff alike evaluate empathy as important in the co-created service experience. The provision of individualized attention to students to positively influence student experience in learning was deemed important by both staff and s

Object Details

• Location: Deutsche Nationalbibliothek Frankfurt am Main
• Extent: Online-Ressource
• Language: Englisch
• Notes: Preprint ; begutachtet (peer reviewed) ; In: Journal of Service Theory and Practice (2019) ; 1-40

Classification and Topics

• Classification: Erziehung, Schul- und Bildungswesen

Contributors, Places and Time

• Event: Veröffentlichung
• (where): Mannheim
• (when): 2019
• Creator: Tan, Adrian Han Tsai ; Muskat, Birgit ; Johns, Raechel

Further information

• DOI: 10.1108/JSTP-10-2018-0221
• URN: urn:nbn:de:0168-ssoar-62965-1
• Rights: Open Access; Open Access; Der Zugriff auf das Objekt ist unbeschränkt möglich.
• Last update: 15.08.2025, 7:19 AM CEST