The Contribution of Interpersonal Communication and Employee Empathy to the Consumer Attraction of Optical Products in Yogyakarta: Bibliometric and SLR Approaches 2020 – 2025
DOI:
https://doi.org/10.55927/fjbes.v1i2.288Kata Kunci:
Interpersonal Communication, Employee Empathy, Customer Loyalty, Optical Business, Bibliometric AnalysisAbstrak
In today’s dynamic optical industry, relationship-based service strategies are key to competitive advantage, especially through interpersonal communication and employee empathy. This study explores how these factors influence consumer attraction in Yogyakarta’s local optical businesses. Using a Systematic Literature Review (SLR) and bibliometric analysis, 42 national and international articles (2020–2025) were examined with VOSviewer to map keywords, topic trends, and research networks. Findings show that interpersonal communication and empathy significantly shape customer perceptions of service quality, influencing purchase intention and loyalty. The study highlights the dominance of themes like "customer experience" and "empathy-based management" in contemporary optical literature. Practical recommendations include enhancing communication training and empathy-based service approaches for local optical service differentiation in Indonesia.
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