The feeling skills gap: the role of empathy in voice-driven AI for service recovery

Girão Carrilho, M., Wagner, R. L., Pinto, D. C., González-Jiménez, H., & Akdim, K. (2025). The feeling skills gap: the role of empathy in voice-driven AI for service recovery. Journal of Business Research, 201, Article 115703. https://doi.org/10.1016/j.jbusres.2025.115703 --- %ABS3% --- This work was supported by FCT - Fundação para a Ciência e Tecnologia, I.P., under the projects UIDB/04152 - Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS and 2023.03729.BD (DOI: doi: 10.54499/2023.03729.BD).

Publication Details

Journal
Journal of Business Research
Published
2025-09-25
DOI
https://doi.org/10.1016/j.jbusres.2025.115703
Citations
3
Primary Topic
Income, Poverty, and Inequality
Type
article
Field-Weighted Citation Impact
12.60
Controls
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article

The feeling skills gap: the role of empathy in voice-driven AI for service recovery

3 citations
Journal of Business Research
Income, Poverty, and Inequality
12.60
article

The feeling skills gap: the role of empathy in voice-driven AI for service recovery

article en
3 citations

Abstract

Girão Carrilho, M., Wagner, R. L., Pinto, D. C., González-Jiménez, H., & Akdim, K. (2025). The feeling skills gap: the role of empathy in voice-driven AI for service recovery. Journal of Business Research, 201, Article 115703. https://doi.org/10.1016/j.jbusres.2025.115703 --- %ABS3% --- This work was supported by FCT - Fundação para a Ciência e Tecnologia, I.P., under the projects UIDB/04152 - Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS and 2023.03729.BD (DOI: doi: 10.54499/2023.03729.BD).

Journal of Business ResearchVol. 201
Openalex Percentile: Top 2%
Income, Poverty, and Inequality
12.60
DOIOpen Access PDFOpenAlex
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