{"id":"https://openalex.org/W4399512847","doi":"https://doi.org/10.1093/iwc/iwae019","title":"Development of the Empathy in Design Scale: Measuring Employees\u2019 Empathy Toward Users in Service Design","display_name":"Development of the Empathy in Design Scale: Measuring Employees\u2019 Empathy Toward Users in Service Design","publication_year":2024,"publication_date":"2024-06-10","ids":{"openalex":"https://openalex.org/W4399512847","doi":"https://doi.org/10.1093/iwc/iwae019"},"language":"en","primary_location":{"id":"doi:10.1093/iwc/iwae019","is_oa":true,"landing_page_url":"https://doi.org/10.1093/iwc/iwae019","pdf_url":"https://academic.oup.com/iwc/advance-article-pdf/doi/10.1093/iwc/iwae019/58185012/iwae019.pdf","source":{"id":"https://openalex.org/S23117883","display_name":"Interacting with Computers","issn_l":"0953-5438","issn":["0953-5438","1873-7951"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310311648","host_organization_name":"Oxford University Press","host_organization_lineage":["https://openalex.org/P4310311648","https://openalex.org/P4310311647"],"host_organization_lineage_names":["Oxford University Press","University of Oxford"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Interacting with Computers","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://academic.oup.com/iwc/advance-article-pdf/doi/10.1093/iwc/iwae019/58185012/iwae019.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5001070674","display_name":"Luce Drouet","orcid":"https://orcid.org/0000-0003-4757-7459"},"institutions":[{"id":"https://openalex.org/I186903577","display_name":"University of Luxembourg","ror":"https://ror.org/036x5ad56","country_code":"LU","type":"education","lineage":["https://openalex.org/I186903577"]}],"countries":["LU"],"is_corresponding":true,"raw_author_name":"Luce Drouet","raw_affiliation_strings":["Maison des Sciences Humaines, University of Luxembourg , 11 Porte des Sciences, L-4366 Esch-sur-Alzette , Luxembourg"],"affiliations":[{"raw_affiliation_string":"Maison des Sciences Humaines, University of Luxembourg , 11 Porte des Sciences, L-4366 Esch-sur-Alzette , Luxembourg","institution_ids":["https://openalex.org/I186903577"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5002033124","display_name":"Kerstin Bongard-Blanchy","orcid":"https://orcid.org/0000-0001-9139-1622"},"institutions":[{"id":"https://openalex.org/I186903577","display_name":"University of Luxembourg","ror":"https://ror.org/036x5ad56","country_code":"LU","type":"education","lineage":["https://openalex.org/I186903577"]}],"countries":["LU"],"is_corresponding":false,"raw_author_name":"Kerstin Bongard-Blanchy","raw_affiliation_strings":["Maison des Sciences Humaines, University of Luxembourg , 11 Porte des Sciences, L-4366 Esch-sur-Alzette , Luxembourg"],"affiliations":[{"raw_affiliation_string":"Maison des Sciences Humaines, University of Luxembourg , 11 Porte des Sciences, L-4366 Esch-sur-Alzette , Luxembourg","institution_ids":["https://openalex.org/I186903577"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5027361228","display_name":"Carine Lallemand","orcid":"https://orcid.org/0000-0003-2048-7947"},"institutions":[{"id":"https://openalex.org/I186903577","display_name":"University of Luxembourg","ror":"https://ror.org/036x5ad56","country_code":"LU","type":"education","lineage":["https://openalex.org/I186903577"]}],"countries":["LU"],"is_corresponding":false,"raw_author_name":"Carine Lallemand","raw_affiliation_strings":["Maison des Sciences Humaines, University of Luxembourg , 11 Porte des Sciences, L-4366 Esch-sur-Alzette , Luxembourg"],"affiliations":[{"raw_affiliation_string":"Maison des Sciences Humaines, University of Luxembourg , 11 Porte des Sciences, L-4366 Esch-sur-Alzette , Luxembourg","institution_ids":["https://openalex.org/I186903577"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5001070674"],"corresponding_institution_ids":["https://openalex.org/I186903577"],"apc_list":{"value":2635,"currency":"GBP","value_usd":3232},"apc_paid":null,"fwci":1.1242,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":{"value":0.77842484,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":95,"max":98},"biblio":{"volume":"36","issue":"5","first_page":"313","last_page":"334"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11999","display_name":"Empathy and Medical Education","score":0.9922000169754028,"subfield":{"id":"https://openalex.org/subfields/2738","display_name":"Psychiatry and Mental health"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},"topics":[{"id":"https://openalex.org/T11999","display_name":"Empathy and Medical Education","score":0.9922000169754028,"subfield":{"id":"https://openalex.org/subfields/2738","display_name":"Psychiatry and Mental health"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.991100013256073,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12214","display_name":"Media Influence and Health","score":0.9670000076293945,"subfield":{"id":"https://openalex.org/subfields/1208","display_name":"Literature and Literary Theory"},"field":{"id":"https://openalex.org/fields/12","display_name":"Arts and Humanities"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/empathy","display_name":"Empathy","score":0.9395548105239868},{"id":"https://openalex.org/keywords/interpersonal-reactivity-index","display_name":"Interpersonal Reactivity Index","score":0.7992069125175476},{"id":"https://openalex.org/keywords/personal-distress","display_name":"Personal distress","score":0.6970996856689453},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.6673733592033386},{"id":"https://openalex.org/keywords/scale","display_name":"Scale (ratio)","score":0.5020523071289062},{"id":"https://openalex.org/keywords/discriminant-validity","display_name":"Discriminant validity","score":0.4959014356136322},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.485825777053833},{"id":"https://openalex.org/keywords/applied-psychology","display_name":"Applied psychology","score":0.44024717807769775},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.4364017844200134},{"id":"https://openalex.org/keywords/perspective-taking","display_name":"Perspective-taking","score":0.24607571959495544},{"id":"https://openalex.org/keywords/psychometrics","display_name":"Psychometrics","score":0.16673767566680908},{"id":"https://openalex.org/keywords/clinical-psychology","display_name":"Clinical psychology","score":0.14398342370986938},{"id":"https://openalex.org/keywords/internal-consistency","display_name":"Internal consistency","score":0.13779601454734802},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.09179800748825073}],"concepts":[{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.9395548105239868},{"id":"https://openalex.org/C2776459075","wikidata":"https://www.wikidata.org/wiki/Q25051780","display_name":"Interpersonal Reactivity Index","level":4,"score":0.7992069125175476},{"id":"https://openalex.org/C46363204","wikidata":"https://www.wikidata.org/wiki/Q7170571","display_name":"Personal distress","level":3,"score":0.6970996856689453},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.6673733592033386},{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.5020523071289062},{"id":"https://openalex.org/C120107772","wikidata":"https://www.wikidata.org/wiki/Q168554","display_name":"Discriminant validity","level":4,"score":0.4959014356136322},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.485825777053833},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.44024717807769775},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.4364017844200134},{"id":"https://openalex.org/C2780342009","wikidata":"https://www.wikidata.org/wiki/Q18387795","display_name":"Perspective-taking","level":3,"score":0.24607571959495544},{"id":"https://openalex.org/C171606756","wikidata":"https://www.wikidata.org/wiki/Q506132","display_name":"Psychometrics","level":2,"score":0.16673767566680908},{"id":"https://openalex.org/C70410870","wikidata":"https://www.wikidata.org/wiki/Q199906","display_name":"Clinical psychology","level":1,"score":0.14398342370986938},{"id":"https://openalex.org/C3018868096","wikidata":"https://www.wikidata.org/wiki/Q2693233","display_name":"Internal consistency","level":3,"score":0.13779601454734802},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.09179800748825073},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1093/iwc/iwae019","is_oa":true,"landing_page_url":"https://doi.org/10.1093/iwc/iwae019","pdf_url":"https://academic.oup.com/iwc/advance-article-pdf/doi/10.1093/iwc/iwae019/58185012/iwae019.pdf","source":{"id":"https://openalex.org/S23117883","display_name":"Interacting with Computers","issn_l":"0953-5438","issn":["0953-5438","1873-7951"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310311648","host_organization_name":"Oxford University Press","host_organization_lineage":["https://openalex.org/P4310311648","https://openalex.org/P4310311647"],"host_organization_lineage_names":["Oxford University Press","University of Oxford"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Interacting with Computers","raw_type":"journal-article"},{"id":"pmh:oai:orbilu.uni.lu:10993/63448","is_oa":true,"landing_page_url":"https://orbilu.uni.lu/handle/10993/63448","pdf_url":"https://orbilu.uni.lu/bitstream/10993/63448/1/iwae019.pdf","source":{"id":"https://openalex.org/S4306401815","display_name":"Open Repository and Bibliography (University of Luxembourg)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I186903577","host_organization_name":"University of Luxembourg","host_organization_lineage":["https://openalex.org/I186903577"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Interacting with Computers, 36 (5), 313 - 334 (2024-09)","raw_type":"peer reviewed"}],"best_oa_location":{"id":"doi:10.1093/iwc/iwae019","is_oa":true,"landing_page_url":"https://doi.org/10.1093/iwc/iwae019","pdf_url":"https://academic.oup.com/iwc/advance-article-pdf/doi/10.1093/iwc/iwae019/58185012/iwae019.pdf","source":{"id":"https://openalex.org/S23117883","display_name":"Interacting with Computers","issn_l":"0953-5438","issn":["0953-5438","1873-7951"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310311648","host_organization_name":"Oxford University Press","host_organization_lineage":["https://openalex.org/P4310311648","https://openalex.org/P4310311647"],"host_organization_lineage_names":["Oxford University Press","University of Oxford"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Interacting with Computers","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Peace, Justice and strong institutions","id":"https://metadata.un.org/sdg/16","score":0.4699999988079071},{"display_name":"Reduced inequalities","id":"https://metadata.un.org/sdg/10","score":0.4300000071525574}],"awards":[],"funders":[{"id":"https://openalex.org/F4320310700","display_name":"Universit\u00e9 du Luxembourg","ror":"https://ror.org/036x5ad56"}],"has_content":{"grobid_xml":false,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4399512847.pdf"},"referenced_works_count":99,"referenced_works":["https://openalex.org/W85091029","https://openalex.org/W150083528","https://openalex.org/W199197192","https://openalex.org/W597219730","https://openalex.org/W619619530","https://openalex.org/W634147152","https://openalex.org/W1491828159","https://openalex.org/W1493852950","https://openalex.org/W1604893953","https://openalex.org/W1630204216","https://openalex.org/W1689771227","https://openalex.org/W1965931250","https://openalex.org/W1966850535","https://openalex.org/W1968427994","https://openalex.org/W1973808738","https://openalex.org/W1982140890","https://openalex.org/W1991047936","https://openalex.org/W1992745256","https://openalex.org/W1996018733","https://openalex.org/W2008073352","https://openalex.org/W2018376732","https://openalex.org/W2020516537","https://openalex.org/W2027508313","https://openalex.org/W2034951011","https://openalex.org/W2036149274","https://openalex.org/W2043867338","https://openalex.org/W2060779981","https://openalex.org/W2060894304","https://openalex.org/W2062182591","https://openalex.org/W2075284967","https://openalex.org/W2086676398","https://openalex.org/W2093524819","https://openalex.org/W2096836634","https://openalex.org/W2107640607","https://openalex.org/W2108275656","https://openalex.org/W2108455724","https://openalex.org/W2124563089","https://openalex.org/W2128175729","https://openalex.org/W2133776849","https://openalex.org/W2137045791","https://openalex.org/W2142270433","https://openalex.org/W2146425356","https://openalex.org/W2150781787","https://openalex.org/W2153480757","https://openalex.org/W2164942343","https://openalex.org/W2165161046","https://openalex.org/W2171288877","https://openalex.org/W2207652165","https://openalex.org/W2222174245","https://openalex.org/W2305044860","https://openalex.org/W2323168048","https://openalex.org/W2325035506","https://openalex.org/W2482116652","https://openalex.org/W2494510776","https://openalex.org/W2563943535","https://openalex.org/W2577351133","https://openalex.org/W2601114049","https://openalex.org/W2624521094","https://openalex.org/W2751544724","https://openalex.org/W2768361324","https://openalex.org/W2772730860","https://openalex.org/W2808652086","https://openalex.org/W2888861421","https://openalex.org/W2897025222","https://openalex.org/W2921851212","https://openalex.org/W2940535850","https://openalex.org/W2942231940","https://openalex.org/W2953466123","https://openalex.org/W2963097159","https://openalex.org/W2988868748","https://openalex.org/W2991526640","https://openalex.org/W2995946836","https://openalex.org/W2998342878","https://openalex.org/W3000533496","https://openalex.org/W3002663059","https://openalex.org/W3007400462","https://openalex.org/W3024915899","https://openalex.org/W3040647009","https://openalex.org/W3087977418","https://openalex.org/W3095799795","https://openalex.org/W3099285493","https://openalex.org/W3121971838","https://openalex.org/W3147653952","https://openalex.org/W4200197981","https://openalex.org/W4236523229","https://openalex.org/W4284893749","https://openalex.org/W4286221725","https://openalex.org/W4289209329","https://openalex.org/W6603520576","https://openalex.org/W6636196135","https://openalex.org/W6637362001","https://openalex.org/W6655617793","https://openalex.org/W6674086447","https://openalex.org/W6698150079","https://openalex.org/W6735964251","https://openalex.org/W6743298640","https://openalex.org/W6770279322","https://openalex.org/W6774341379","https://openalex.org/W6784782639"],"related_works":["https://openalex.org/W2066076701","https://openalex.org/W2565774283","https://openalex.org/W2076753312","https://openalex.org/W2089276814","https://openalex.org/W2097415821","https://openalex.org/W1994107796","https://openalex.org/W1694863721","https://openalex.org/W1980870891","https://openalex.org/W2912777680","https://openalex.org/W3044607687"],"abstract_inverted_index":{"Abstract":[0],"To":[1],"design":[2,295],"user-centered":[3],"services,":[4],"it":[5],"is":[6,14],"essential":[7],"to":[8,17,38,63,99,125,283,289,309],"build":[9],"empathy":[10,19,40,67,171,201,217,241,291,301],"toward":[11,68,242],"users.":[12,69],"It":[13],"hence":[15],"strategic":[16],"trigger":[18],"for":[20],"users":[21,243],"among":[22],"professionals":[23],"concerned":[24],"with":[25,170,189],"shaping":[26],"service":[27,65,102,127,219,294,312],"user":[28],"experiences.":[29],"There":[30],"is,":[31],"however,":[32],"a":[33,82,122,138,236,245,269],"lack":[34],"of":[35,53,84,133,158,166,214,229,239,244,258,265,305],"quantitative":[36],"tools":[37],"measure":[39,64,192,202,238],"in":[41,56,71,109,173,206,218,232,287,292],"design.":[42],"Through":[43],"two":[44,250],"studies,":[45],"we":[46,77,95,115],"report":[47,248],"on":[48,117,249],"the":[49,54,167,190,225,230,255,259,285,293,303,311],"development":[50,226],"and":[51,75,80,89,120,136,145,153,210,227,253,268,276],"validation":[52,228,251],"Empathy":[55,176,231],"Design":[57,233],"Scale":[58,234],"(EMPA-D).":[59],"The":[60,129,261,278],"tool":[61],"aims":[62],"employees\u2019":[66,240,300],"Grounded":[70],"theories":[72],"from":[73,104],"psychology":[74,174],"design,":[76],"first":[78],"generated":[79],"tested":[81],"pool":[83],"items":[85,98,119,135,267],"through":[86],"expert":[87],"inspection":[88],"cognitive":[90],"interviews.":[91],"In":[92,112,297],"Study":[93,113],"1,":[94],"administered":[96,121],"16":[97],"406":[100],"full-time":[101],"employees":[103,108],"various":[105],"industries,":[106],"including":[107],"customer-facing":[110],"positions.":[111],"2,":[114],"iterated":[116],"additional":[118],"revised":[123],"scale":[124,169,281],"305":[126],"employees.":[128],"selected":[130,262],"model":[131,151,263],"consists":[132,264],"11":[134,266],"has":[137],"three-factor":[139,270],"structure":[140,271],"(Emotional":[141,272],"interest/Perspective-taking,":[142,273],"Personal":[143,194,274],"experience":[144,275],"Self-awareness),":[146],"which":[147],"showed":[148],"an":[149],"adequate":[150],"fit":[152],"good":[154],"internal":[155],"consistency.":[156],"Evidence":[157],"convergent":[159],"validity":[160,183],"was":[161,184],"provided":[162],"by":[163,186],"moderate":[164],"correlations":[165,188],"EMPA-D":[168,280],"measures":[172],"(SITES,":[175],"Quotient,":[177],"Interpersonal":[178],"Reactivity":[179],"Index),":[180],"whereas":[181],"discriminant":[182],"demonstrated":[185],"low":[187],"narcissism":[191],"Narcissistic":[193],"Inventory.":[195],"We":[196,223,247],"outline":[197],"how":[198],"this":[199],"self-reported":[200],"can":[203],"support":[204,302],"organizations":[205],"enhancing":[207],"their":[208],"services":[209],"discuss":[211],"potential":[212],"limitations":[213],"quantitatively":[215],"measuring":[216,299],"teams.":[220],"Research":[221],"Highlights":[222],"present":[224],"(EMPA-D),":[235],"self-report":[237],"service.":[246],"studies":[252],"document":[254],"psychometric":[256],"properties":[257],"scale.":[260],"Self-awareness).":[277],"resulting":[279],"contributes":[282],"filling":[284],"gap":[286],"metrics":[288],"assess":[290],"context.":[296],"industry,":[298],"selection":[304],"appropriate":[306],"empathic":[307],"interventions":[308],"foster":[310],"user-centeredness.":[313]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2}],"updated_date":"2026-04-13T07:58:08.660418","created_date":"2024-06-12T00:00:00"}
