EMPATHY IN TOURISM INDUSTRY: A HUMANCENTERED APPROACH OF HOSPITALITY IN BUSINESS WORLD2

Abstract

This paper investigates the value of empathy in Tourism Industry, by presenting arguments about a human-cented approach of hospitality in business. "Empathy” is defined as an individual's ability to “see” the facts from another person’s perspective while maintaining emotional control. The role of empathy in interpersonal relationships is presented, followed by the application of empathetic behaviour in several service-oriented industries and focusing on tourism market. Some evaluation techniques and tools are presented and certain conclusions are extracted as far as the utilization of this nuence of emotional intelligence is concerned. A lot of research work must be done, mainly in field, for further investigation of this relatively new topic on business service research.