THE LONG-TERM IMPACT OF SERVICE EMPATHY AND RESPONSIVENESS ON CUSTOMER SATISFACTION AND PROFITABILITY

摘要

In this era of increasing competition, service organizations are facing great pressure to improving productivity. As personnel costs increasingly become the biggest component of a firm's total operating cost in many industries (such as health care, airline, hotel, etc.), downsizing service employees and having fewer employees serving customers are widely used as strategic initiatives to cut operating costs and improve efficiency.