Concepedia

Customer Empathy

Customer Empathy is a conceptual framework within value proposition design that systematically integrates customer needs, behaviors, and pain points into the development of offerings by applying deep understanding and perspective-taking derived from direct customer engagement.

126

Publications

11.3K

Citations

329

Authors

194

Institutions

Publications per year

2017–2026

64

Parents

Publications

126

Customer intimacy and other value disciplines

Fred Wiersema, Michael E. Treacy · Harvard business review · 1993 · 990 citations

, , +14

Spark Innovation through Empathic Design

Dorothy A. Leonard, Jeffrey F. Rayport · WORLD SCIENTIFIC eBooks · 2011 · 797 citations

, , +15

Should We Delight the Customer?

Roland T. Rust, Rick Oliver · Journal of the Academy of Marketing Science · 2000 · 706 citations

, , +10

Understanding Customer Delight and Outrage

Benjamin Schneider, David Bowen · Sloan management review · 1999 · 506 citations

, , +12

How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy

Oriol Iglesias, Stefan Marković, Josep Rialp Criado · Journal of Business Research · 2018 · 421 citations · Full text

, , +11

1–5 of 126

Authors

329

  1. KH
    Katja Hölttä‐Otto

    Aalto University, Finland

    2 publications · 86 citations

    2

    h-index

  2. MH
    Ming‐Hui Huang

    National Taiwan University, Taiwan

    2 publications · 352 citations

    2

    h-index

  3. JM
    Juan M. Madera

    University of Houston, United States

    2 publications · 100 citations

    2

    h-index

  4. EM
    Ebi Marandi

    University of the West of England, United Kingdom

    2 publications · 35 citations

    2

    h-index

  5. TL
    Thomas L. Baker

    University of Alabama, United States

    2 publications · 55 citations

    2

    h-index

1–5 of 329

Institutions

194

  1. UNSW Sydney

    Sydney, Australia

    3 h-index

    3 publications

    123 citations

  2. University of Massachusetts Amherst

    Amherst Center, United States

    3 h-index

    5 publications

    151 citations

  3. University of Houston

    Houston, United States

    3 h-index

    5 publications

    247 citations

  4. Universitas Patria Artha

    Makassar, Indonesia

    3 h-index

    5 publications

    247 citations

  5. Clemson University

    Clemson, United States

    3 h-index

    3 publications

    220 citations

  6. Nanyang Technological University

    Singapore, Singapore

    3 h-index

    4 publications

    321 citations

  7. Chung Yuan Christian University

    Taoyuan City, Taiwan

    2 h-index

    2 publications

    70 citations

  8. Vanderbilt University

    Nashville, United States

    2 h-index

    3 publications

    1.5K citations

1–8 of 194

Venues

  1. Psychology and Marketing

    8 publications · 691 citations

    8

    h-index

  2. Journal of Business Research

    JBR · 6 publications · 725 citations

    6

    h-index

  3. Journal of Services Marketing

    6 publications · 365 citations

    6

    h-index

  4. Journal of Retailing and Consumer Services

    5 publications · 314 citations

    5

    h-index

  5. 4

    h-index

1–5