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.
Likert-type scale (anchors not stated; strongly disagree / strongly agree typical)
Full scale items shown. Always cite the original source when using this scale in research.
Reliability was strong (α = .85; Liu-Thompkins, Okazaki, and Li 2022, p. 1210). Although the authors implied the scale was adapted from two earlier brand-experience and co-creation measures, there is little item overlap, and it appears the scale was more likely created by drawing on conceptual material from that literature. A confirmatory factor analysis supported convergent and discriminant validity (AVE = .66).
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.
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