@article {RN185,
	title = {Is Empathy Effective for Customer Service? Evidence From Call Center Interactions},
	journal = {Journal of Business and Technical Communication},
	volume = {27},
	number = {2},
	year = {2013},
	pages = {123-153},
	author = {Clark, Colin Mackinnon and Murfett, Ulrike Marianne and Rogers, Priscilla S. and Ang, Soon}
}
