Three items assessing how willing a company or person is perceived to be to listen to an explanation, show empathy, and accommodate a request that is unusual or technically against policy. Jiang et al. (2016) labelled this construct 'customer sensitivity' and used it in Experiment 4, with participants rating an airline's perceived willingness to allow an overweight carry-on bag after reading a scenario. The items are phrased in third person (about another customer) but can be adapted to first person for contexts where the respondent is the customer making the request.
Jiang, Y., Gorn, G.J., Galli, M., & Chattopadhyay, A. (2016). Does your company have the right logo? How and why circular- and angular-logo shapes influence brand attribute judgments. Journal of Consumer Research, 42(5), 709–726.
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