The paper examines the concept of empathy and its role in the fields of tourism and the leisure industry. Based on a literature review, the definitions, the aspects and the role of empathy in the tourism and recreation professions are discussed. Researchers see empathy as a component of quality services. It is also concluded that empathy can be identified and staff can be trained in this ability in order to achieve team spirit, enjoyment at work and satisfied customers.
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Costa et al. (2003) studied this question.