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The people person

by ROLAND T RUST AND MING-HUI HUANG, AUTHORS, THE FEELING ECONOMY
Indian Management March 2021

Summary: For companies and their employees, the tide has turned. Proficiency in solving problems and analysing data are no longer the keys to success. The ability to listen, communicate, and empathise is becoming increasingly valuable in the workplace.

Roland T Rust is Distinguished University Professor, David Bruce Smith Chair in Marketing, and founder and Executive Director, Center for Excellence in Service at the University of Maryland's Robert H. Smith School of Business. He is co-author, The Feeling Economy: How Artificial Intelligence is Creating the Era of Empathy.

Ming-Hui Huang is Distinguished Professor in the College of Management at National Taiwan University. She is a Fellow of the European Marketing Academy, International Research Fellow of the Centre for Corporate Reputation at the University of Oxford, UK, Distinguished Research Fellow of the Center for Excellence in Service at Maryland Smith, and incoming Editor-in-Chief, Journal of Service Research. She is co-author, The Feeling Economy: How Artificial Intelligence is Creating the Era of Empathy.

Latest Articles

The time has come

For years, the cost of sustainability is what held many businesses back. Now, we have reached the precipice where the cost of ‘not’ being sustainable might be too high. Sustainability is increasingly becoming a business imperative—one that organisations cannot afford to overlook as they build their post-COVID business strategies.

by Peggy Smedley
Indian Management July 2021

What comes next?

It has been the toughest of times leading through a pandemic. But what can we learn from what we have all been through? How will it change us as leaders? And how should we lead out of lockdown? These are just some of the questions that we believe leaders should be pausing to ask themselves.

by Atholl Duncan
Indian Management July 2021

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by Bimal Raj
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