Empathy in written communications with customers.

• Main Authors: Cho, Wei Hao., Goh, James Koon Hock., Lim, Abel Tao Siang.
• Other Authors: Ulrike Marianne Murfett
• Format: Final Year Project
• Language: English
• Published: 2010
• Subjects: DRNTU::Business::Public relations::Corporate communication
• Online Access: http://hdl.handle.net/10356/35479
• Institution: Nanyang Technological University

Existing literature on the concept of empathy has mainly revolved around its definition and relation to the performance indicators of certain professions, such as sales and nursing. However, limited research has been conducted on empathy in written communications by organisations. This study adopts...