The Empathy dimension of service quality refers to the willingness to help customers and provide prompt service.
The affective dimension describes the capacity to share the feelings of others; the moral dimension describes the motivation to seek the good of others; the cognitive dimension, which describes the capacity to identify and understand the emotions of others.
According to most models empathy consists of at least three core components: The ability to recognize emotions in oneself and others via different communicative cues such as facial expressions, speech, or behavior; A cognitive component, also referred to as perspective taking or theory of mind.
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