Relations among measures of trait empathy, empathetic response, and willingness to get involved in customer-contact situations.
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.
Su
Hung-Jen
HJ
Department of Business Administration, National Chung Cheng University.
Lee
Sanghyun
S
Ding
Jing
J
Comer
Lucette B
LB
D000328:Adult; D003132:Commerce; D004645:Empathy; D005260:Female; D006801:Humans; D007398:Interpersonal Relations; D008297:Male; D009790:Occupations; D011795:Surveys and Questionnaires