We are happy to announce the new publication of the paper "Empathy at the heart of customer experience: A holistic framework for understanding and enhancing consumer empathy through the lens of customer experience" in Psychology & Marketing by our PhD student Leon Lehnert, together with Prof. Christina Kühnl.
In their project, they explored the interrelationship between consumer empathy and customer experience and transferred it into a holistic framework. To do so, they carried out a conceptual synthesis of 102 articles.
You can find the paper here.