Empathy training for service employees: A mixed-methods systematic review.

ABSTRACT: Following the surge for empathy training in service literature and its increasing demand in service industries, this study systematically reviews empirical papers implementing and testing empathy training programs in various service domains. A mixed-methods systematic review was performed to identify and describe empathy training programs and discuss their effectiveness in service quality, service employees' well-being, and service users' satisfaction. Included papers met those eligibility criteria: qualitative, quantitative, or mixed-methods study; one training in empathy is identifiable; described training(s) developed for or tested with service employees dealing with service users. We searched health, business, education, and psychology databases, such as CINAHL, Medline ABI/Inform Glob

SUBMITTER: Lajante M 

PROVIDER: S-EPMC10424876 | biostudies-literature | 2023

REPOSITORIES: biostudies-literature