The concept of empathy, has gained increasing importance and support in the existing literature. Particularly, fostering positive dynamics within the human social exchanges in workplaces. Management in organizations that believe in empathy boosts employee engagement, organizational productivity, high customer satisfaction, and overall professional enhancement with entire stake stakeholders. To support further, how empathy relates to strategic outcomes, the Social exchange theory, Systems Theory, and Perception Action Model have been studied for understanding empathy concerning organizational gains at bigger and better levels in the present theoretical and review-based research. Furthermore, empathy plays a significant role within the context of Pakistani financial institutions in these organizations usual practices concerning empathy are varied. Some may have considerations towards employees and customers generally, and some may be more empathic towards customers, and other banks and institutions might have some degree of empathy for employees. A comparative analysis of the studies in cultural parameters would help policymakers, practitioners, managers and key stakeholders to understand the value of empathy and observe it even more for sustainability. The PRISMA approach has been used in presenting a picturesque image of databases, exclusion criteria and inclusion criteria of articles for a clear understanding of the audience.
Asiya Gul (Tue,) studied this question.