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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.

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