Empathy and Quality of Service: "Key role in Positive emotions in Work Teams"

Abstract

The purpose of this research is to analyze the relationship of the dimension of empathy with the quality of service provided to the customer based on the SERVQUAL model in a grocery store in the municipality of Escárcega, Campeche. It is very important that within the work teams that are formed in companies, positive emotions are maintained for effective development; The problem with companies is that they do not offer a process to help the client's needs. The type of research is of a qualitative descriptive type, based on data obtained through the application of a questionnaire from the SERVQUAL methodology made up of five dimensions. The results obtained with respect to empathy and the other dimensions is favorable; Consumers have the perception of the company, which provides the personnel with adequate equipment for the performance of their work functions, on the contrary, it is found as an area of ​​opportunity for the personnel to have a personalized treatment towards their clients. It is concluded that empathy projects clients personally, it depends on the empathy that the company has for its collaborators, having to reinforce and guide on the subject of emotions, teamwork that manages to support continuous improvement in quality in the service offered by the company.