{"id":"https://openalex.org/W4399913962","doi":"https://doi.org/10.1145/3663384.3663388","title":"Empathy in Service Design: Prompting Employees' Empathy with Users through Love and Breakup Declarations","display_name":"Empathy in Service Design: Prompting Employees' Empathy with Users through Love and Breakup Declarations","publication_year":2024,"publication_date":"2024-06-22","ids":{"openalex":"https://openalex.org/W4399913962","doi":"https://doi.org/10.1145/3663384.3663388"},"language":"en","primary_location":{"id":"doi:10.1145/3663384.3663388","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3663384.3663388","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 3rd Annual Meeting of the Symposium on Human-Computer Interaction for Work","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://orbilu.uni.lu/bitstream/10993/63447/1/3663384.3663388.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":["HCI research group, University of Luxembourg, Luxembourg"],"raw_orcid":"https://orcid.org/0000-0003-4757-7459","affiliations":[{"raw_affiliation_string":"HCI research group, University of Luxembourg, 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"]},{"id":"https://openalex.org/I83019370","display_name":"Eindhoven University of Technology","ror":"https://ror.org/02c2kyt77","country_code":"NL","type":"education","lineage":["https://openalex.org/I83019370"]}],"countries":["LU","NL"],"is_corresponding":false,"raw_author_name":"Carine Lallemand","raw_affiliation_strings":["HCI research group, University of Luxembourg, Luxembourg and Industrial Design Department, Eindhoven University of Technology, Netherlands"],"raw_orcid":"https://orcid.org/0000-0003-2048-7947","affiliations":[{"raw_affiliation_string":"HCI research group, University of Luxembourg, Luxembourg and Industrial Design Department, Eindhoven University of Technology, Netherlands","institution_ids":["https://openalex.org/I186903577","https://openalex.org/I83019370"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5001070674"],"corresponding_institution_ids":["https://openalex.org/I186903577"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.08529777,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"14"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10803","display_name":"Innovative Human-Technology Interaction","score":0.9970999956130981,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10803","display_name":"Innovative Human-Technology Interaction","score":0.9970999956130981,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9962000250816345,"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/T14074","display_name":"Persona Design and Applications","score":0.9889000058174133,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/empathy","display_name":"Empathy","score":0.9510282874107361},{"id":"https://openalex.org/keywords/breakup","display_name":"Breakup","score":0.6627687215805054},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.48167645931243896},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.47701120376586914},{"id":"https://openalex.org/keywords/internet-privacy","display_name":"Internet privacy","score":0.46533718705177307},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.3832469880580902},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.35591524839401245},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.1537577509880066}],"concepts":[{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.9510282874107361},{"id":"https://openalex.org/C2777871205","wikidata":"https://www.wikidata.org/wiki/Q100926628","display_name":"Breakup","level":2,"score":0.6627687215805054},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48167645931243896},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.47701120376586914},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.46533718705177307},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3832469880580902},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.35591524839401245},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1537577509880066},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1145/3663384.3663388","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3663384.3663388","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 3rd Annual Meeting of the Symposium on Human-Computer Interaction for Work","raw_type":"proceedings-article"},{"id":"pmh:oai:orbilu.uni.lu:10993/63447","is_oa":true,"landing_page_url":"https://orbilu.uni.lu/handle/10993/63447","pdf_url":"https://orbilu.uni.lu/bitstream/10993/63447/1/3663384.3663388.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":"CHIWORK 2024 - Proceedings of the 3rd Annual Meeting of the Symposium on Human-Computer Interaction for Work (2024-06-25); Proceedings of the 3rd Annual Meeting of the Symposium on Human-Computer Interaction for Work, Hybrid, Newcastle upon Tyne, Gbr [Gbr], 25-06-2024 => 27-06-2024","raw_type":"peer reviewed"}],"best_oa_location":{"id":"pmh:oai:orbilu.uni.lu:10993/63447","is_oa":true,"landing_page_url":"https://orbilu.uni.lu/handle/10993/63447","pdf_url":"https://orbilu.uni.lu/bitstream/10993/63447/1/3663384.3663388.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":"CHIWORK 2024 - Proceedings of the 3rd Annual Meeting of the Symposium on Human-Computer Interaction for Work (2024-06-25); Proceedings of the 3rd Annual Meeting of the Symposium on Human-Computer Interaction for Work, Hybrid, Newcastle upon Tyne, Gbr [Gbr], 25-06-2024 => 27-06-2024","raw_type":"peer reviewed"},"sustainable_development_goals":[{"score":0.5,"display_name":"Gender equality","id":"https://metadata.un.org/sdg/5"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":false},"content_urls":{"pdf":"https://content.openalex.org/works/W4399913962.pdf"},"referenced_works_count":79,"referenced_works":["https://openalex.org/W199197192","https://openalex.org/W600150901","https://openalex.org/W848432023","https://openalex.org/W1567789351","https://openalex.org/W1689771227","https://openalex.org/W1965105664","https://openalex.org/W1965931250","https://openalex.org/W1966850535","https://openalex.org/W1973808738","https://openalex.org/W1988985432","https://openalex.org/W1991376523","https://openalex.org/W1992745256","https://openalex.org/W1996011294","https://openalex.org/W2001915099","https://openalex.org/W2012412843","https://openalex.org/W2018376732","https://openalex.org/W2034951011","https://openalex.org/W2060894304","https://openalex.org/W2076015432","https://openalex.org/W2087218635","https://openalex.org/W2088564338","https://openalex.org/W2093524819","https://openalex.org/W2102998034","https://openalex.org/W2119602311","https://openalex.org/W2120521634","https://openalex.org/W2137045791","https://openalex.org/W2142270433","https://openalex.org/W2143250836","https://openalex.org/W2144380029","https://openalex.org/W2154860432","https://openalex.org/W2155318902","https://openalex.org/W2169547194","https://openalex.org/W2185786772","https://openalex.org/W2323168048","https://openalex.org/W2516111704","https://openalex.org/W2520430518","https://openalex.org/W2552230867","https://openalex.org/W2563943535","https://openalex.org/W2603631065","https://openalex.org/W2606854649","https://openalex.org/W2751033972","https://openalex.org/W2752796257","https://openalex.org/W2790630233","https://openalex.org/W2894791958","https://openalex.org/W2895722044","https://openalex.org/W2940535850","https://openalex.org/W2990312671","https://openalex.org/W2995946836","https://openalex.org/W3007400462","https://openalex.org/W3012234482","https://openalex.org/W3040647009","https://openalex.org/W3096967221","https://openalex.org/W3099285493","https://openalex.org/W3128030304","https://openalex.org/W3184892074","https://openalex.org/W3210622375","https://openalex.org/W3212515210","https://openalex.org/W4200197981","https://openalex.org/W4205800282","https://openalex.org/W4210434900","https://openalex.org/W4225083951","https://openalex.org/W4225109428","https://openalex.org/W4226070929","https://openalex.org/W4249829444","https://openalex.org/W4254308238","https://openalex.org/W4283320863","https://openalex.org/W4283326837","https://openalex.org/W4283746418","https://openalex.org/W4285178522","https://openalex.org/W4286221725","https://openalex.org/W4289209329","https://openalex.org/W4308786715","https://openalex.org/W4310722270","https://openalex.org/W4317568565","https://openalex.org/W4367836125","https://openalex.org/W4377016549","https://openalex.org/W4391562259","https://openalex.org/W4399713210","https://openalex.org/W7002316135"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W4391375266","https://openalex.org/W2352892738","https://openalex.org/W2350945386","https://openalex.org/W1978976512","https://openalex.org/W2253256329","https://openalex.org/W2762157816","https://openalex.org/W2902826102","https://openalex.org/W2082183064","https://openalex.org/W3007282748"],"abstract_inverted_index":{"Effectively":[0],"prompting":[1],"empathy":[2,51,111],"from":[3],"service":[4,20,47,147],"employees":[5,59],"towards":[6,52],"users":[7],"is":[8],"a":[9,46],"challenging":[10],"yet":[11],"essential":[12],"endeavor":[13],"to":[14,27,45,57,73,84,130,145],"support":[15,49],"user-centric":[16],"approaches":[17],"plebiscited":[18],"by":[19],"companies.":[21],"In":[22],"this":[23],"study,":[24],"we":[25,79],"investigate":[26],"which":[28],"extent":[29],"emotional":[30],"and":[31,41,97,121,123,139],"engaging":[32],"users\u2019":[33],"insights":[34],"\u2014":[35,48],"under":[36],"the":[37,74,81,132,137],"form":[38],"of":[39,66,101,127,141],"love":[40,68],"breakup":[42,70],"(L&B)":[43],"declarations":[44,71,144],"employees\u2019":[50,82,110,125,148],"users.":[53],"We":[54,135],"played":[55],"back":[56],"railway":[58],"(N":[60],"=":[61],"230)":[62],"six":[63],"audio":[64],"recordings":[65],"passengers\u2019":[67,86],"or":[69],"addressed":[72],"service.":[75],"Through":[76],"quantitative":[77],"measures,":[78],"analyzed":[80],"ability":[83,129],"recognize":[85],"emotions":[87,94],"(empathic":[88],"accuracy),":[89],"their":[90,93,128],"resonance":[91],"with":[92],"(emotional":[95],"resonance),":[96],"several":[98],"additional":[99],"indicators":[100],"empathy.":[102,149],"Our":[103],"findings":[104],"show":[105],"no":[106],"direct":[107],"increase":[108],"in":[109],"but":[112],"shed":[113],"light":[114],"on":[115,124],"key":[116],"factors":[117],"influencing":[118],"emotion":[119],"recognition":[120],"resonance,":[122],"perceptions":[126],"impact":[131],"passenger":[133],"experience.":[134],"discuss":[136],"opportunities":[138],"challenges":[140],"using":[142],"L&B":[143],"trigger":[146]},"counts_by_year":[],"updated_date":"2025-12-26T23:08:49.675405","created_date":"2024-06-23T00:00:00"}
