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| Author: | Lei, D. Greer, C. R. |
| Title: | The Empathetic Organization |
| Journal: | Organizational Dynamics
2003 : MAY, VOL. 32:2, p. 142-164 |
| Index terms: | ORGANIZATION ORGANIZATIONAL LEARNING LOYALTY CUSTOMERS |
| Language: | eng |
| Abstract: | The authors examine empathetic organizations from widely divergent industries, such as The Container Store, Mary Kay Inc., Apple Computer Inc. and Harley- Davidson Inc. The authors review the practices of empathetic organizations to illustrate how they empower their customers, help them articulate needs and problems, and facilitate their development of personalized solutions. The authors conclude that these unique features enable empathetic organizations to form intimate bonds with their customers, thereby providing a strong basis for pursuing focus-based competitive strategies and powerful customer loyalty. The authors summarize the uniqueness of empathetic organizations by a comparison of their key characteristics with those of knowing and learning organizations. |
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