Empathy Notes: Definitions & Explanations PDF | Download eBooks
Study Empathy lecture notes PDF with total quality management definitions and explanation to study “What is Empathy?”. Study empathy explanation with TQM terms to review total quality management course for online MBA programs.
Empathy Definition:
Caring, individualized attention from the service firm is called empathy.
Managing Quality: Integrating the Supply Chain by S. Thomas Foster
Empathy Notes:
Empathy is one of the five service quality dimensions introduced by PZ&B. A customer usually desires empathy from the service provider. He/She wants special attention during the whole process. For a service provider while providing quality service, it is important to show the customers that you care for them and they are very special to you. The individualized attention is desired by every customer. For example, a barrista at a coffee shop must cater the needs and demands of every customer in an individualized manner. If he/she would focus more on his/her efficiency and the number of customers served during the shift, the customers will think that employee does not empathize with them. Making them feel special will allow the customers to visit the place again and again.
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