The feeling skills gap: the role of empathy in voice-driven AI for service recovery

Girão Carrilho, M., Wagner, R. L., Pinto, D. C., González-Jiménez, H., & Akdim, K. (2025). The feeling skills gap: the role of empathy in voice-driven AI for service recovery. Journal of Business Research, 201, Article 115703. https://doi.org/10.1016/j.jbusres.2025.115703 --- %ABS3% --- This work was supported by FCT - Fundação para a Ciência e Tecnologia, I.P., under the projects UIDB/04152 - Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS and 2023.03729.BD (DOI: doi: 10.54499/2023.03729.BD).