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The influence of empathy in complaint handling: Evidence of gratitudinal and transactional routes to loyalty

Customer SatisfactionBehavioral Decision MakingSocial PsychologyEmpathyConsumer ResearchSocial InfluenceSocial SciencesPsychologyAttitude TheoryComplaint HandlingManagementAltruismApplied Social PsychologyMarketingCustomer LoyaltyInterpersonal CommunicationProsocial BehaviorTransactional RoutesPersuasionSocial Exchange Theory