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.