The survey was intended to examine how well the hotel employees emotionally handle hotel guests’ incidents or inquiries related to any discomforts through personalized attention.
The current study reviewed the concepts of empathy, and empirically compared perceptions of empathy attributes between the two groups. Studies relevant to empathy dimensions are relatively scarce in tourism and hospitality. The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral intention among business and leisure hotel guests.
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