| Título | Is Empathy Effective for Customer Service? Evidence From Call Center Interactions |
| Tipo de publicación | Journal Article |
| Year of Publication | 2013 |
| Autores | Clark, Colin Mackinnon, Ulrike Marianne Murfett, Priscilla S. Rogers, and Soon Ang |
| Journal | Journal of Business and Technical Communication |
| Volumen | 27 |
| Pagination | 123-153 |