The potential of the empathic ability for the performance of civil engineering projects

Purpose:<br/>The increasing complexity of civil engineering projects necessitates focusing on new competencies of project participants. Based on the research on team performance and design processes that are more closely linked to the relevance of the project context, it is hypothesised that empathic abilities could play an important role in...

The Eye Inward and the Eye Outward: Introducing a Framework for Mood-Sensitive Service Encounters

This article introduces the concept of mood sensitivity: a service agent's ability to detect mood during service encounters and customize their interaction style accordingly, with the purpose of improving service encounters as a whole. We report on an experience sampling study that explored the role that mood plays in service provision....