TY - JOUR T1 - Is Empathy Effective for Customer Service? Evidence From Call Center Interactions JF - Journal of Business and Technical Communication Y1 - 2013 A1 - Clark, Colin Mackinnon A1 - Murfett, Ulrike Marianne A1 - Rogers, Priscilla S. A1 - Ang, Soon VL - 27 SP - 123-153 ER -