Research suggests that every conceptual mannequin of service organisations in the past 20 years has recognised that front line staff (FLEs) considerably affect the shopper experience. In service front line employee and buyer interplay, little is understood concerning the nature of empathy as a cognitive, an affective, or a multidimensional phenomenon. The purpose of this paper is to research the multidimensional nature of empathy. This phenomenological research focuses on how the theoretical dialogue of the cognitive-affective nature of empathy finds expression in a service encounter. Conclusions in this research point to the ending that empathy has different meanings for different service frontline staff, when they’re empathising with one other customer. In probing the way in which service frontline workers experience empathy, evidently both cognitive and affective facets of this expertise play a important function and may seem either collectively or individually. The examine supplies some initial proof on the conceptualisation of empathy and present findings add to the literature by focusing on the intrapersonal world of FLE’s and examining how their empathetic behaviour pertains to the client.
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