Customer Experience Quality (Affective)

What it measures

This scale measures a person's belief that another customer's service experience left them feeling relieved, pleasant, and in a better mood. Liu-Thompkins, Okazaki, and Li (2022) used it in a pilot study examining artificial empathy in customer service interactions.

Scale items

• This service experience put the customer in a better mood.
• The customer felt relieved at the end of the service encounter.
• This customer experience felt pleasant.

Citation

Liu-Thompkins, Yuping, Shintaro Okazaki, and Hairong Li (2022), "Artificial Empathy in Marketing Interactions: Bridging the Human-AI Gap in Affective and Social Customer Experience," Journal of the Academy of Marketing Science, 50 (6), 1198-1218.