Does Empathy Matter? An Exploratory Study of Class-Transition Satisfaction in Unplanned Course Interruptions.

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The sudden transition to online course delivery necessitated by the COVID-19 pandemic led to a significant service interruption in the academic lives of college students. Some challenges posed were immediately present such as to how to deliver course material and handle student concerns about classes and life in a new, unexpected, and abrupt "normal." One aspect that arguably can generate a much-improved recovery is the pivotal role that a professor's empathy can provide. This study captures the role of empathy regarding professorial behaviors directly related to the course, those not directly tied to the class, and how they all merge to influence student perceptions of the course. Student's level of perceived stressors related to their life and ultimately their stress level are impacted as well. Findings show empathy plays a key role in positively impacting student satisfaction and well-being while reducing students' sources of concerns such as household conflict, lack of Wi-Fi reliability, lack of access to a constant computer, and financial and food insecurity. [ABSTRACT FROM AUTHOR] Copyright of Journal of Marketing Education is the property of Sage Publications Inc. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Empathy, Web-based instruction, Students, Classroom management
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