title: Relations among measures of trait empathy, empathetic response, and willingness to get involved in customer-contact situations.
abstract: This study examined anticipated reactions to nonroutine occurrences in the context of emotionally laden customer-contact situations in retail stores. Correlations between measures of the dimensions of trait empathy, anticipated emotional responses to the situations, and self-rated willingness to be involved were examined. Anticipated Compassion mediated the relation of Empathetic Concern on Involvement Willingness in 3 of 4 imaginary compassion-evoking situations. No corresponding effect was observed for Anticipated Distress in the imaginary distress-evoking situations.
authors.affiliation: Department of Business Administration, National Chung Cheng University.
authors.forename: Hung-Jen
authors.initials: HJ
authors.lastname: Su
authors.forename: Sanghyun
authors.initials: S
authors.lastname: Lee
authors.forename: Jing
authors.initials: J
authors.lastname: Ding
authors.forename: Lucette B
authors.initials: LB
authors.lastname: Comer
mesh_terms: D000328:Adult; D003132:Commerce; D004645:Empathy; D005260:Female; D006801:Humans; D007398:Interpersonal Relations; D008297:Male; D009790:Occupations; D011795:Surveys and Questionnaires