Empathy as an Important Capital in Organizational Context: A Phenomenological Analysis of Human Interactions

Document Type : Research/Original/Regular

Authors

1 Department of Public Management, Payam Noor University, Tehran, Iran

2 Department of Management, Faculty of Economics and Management, University of Tabriz, Tabriz, Iran

3 Department of Management, Payam Noor University, Tehran, Iran

Abstract

This research was conducted to explore the lived experience of organizational empathy. The study was applied in purpose and qualitative in methodology, adopting a phenomenological approach. The research strategy was thematic analysis, based on inductive coding. Data was collected through semi-structured interviews. The statistical population consisted of 16 senior managers and experts from East Azerbaijan Health Insurance, selected through purposive and snowball sampling. Data analysis was performed using thematic analysis at three levels: basic themes, organizing themes, and global themes. The analysis yielded 382 general concepts, which were categorized into 121 basic themes. Subsequently, 50 organizing themes were identified around the main categories, ultimately leading to five global themes: empathetic managers, empathetic structure, empathy culture, empathetic employees, and empathetic society. The results of this study indicated that organizational empathy in East Azerbaijan Province health insurance is a dynamic process that is influenced by internal and external factors. Moreover, organizational justice, transparency, training, and managerial support are among the most important factors in strengthening empathy in health insurance. Furthermore, to institutionalize organizational empathy, management policies, organizational structure, and work culture must be designed in a way that strengthens trust, justice, and constructive interaction.

Keywords

Main Subjects

References

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Social Capital Management
Volume 12, Issue 3
October 2025
Pages 253-265

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