Empathy in Service Design: Prompting Employees' Empathy with Users through Love and Breakup Declarations
Authors: 
Luce Drouet and Carine LallemandAuthors Info & Claims
Luce Drouet and Carine LallemandAuthors Info & ClaimsJune 2024
Article No.: 19, Pages 1 - 14
Abstract
Effectively prompting empathy from service employees towards users is a challenging yet essential endeavor to support user-centric approaches plebiscited by service companies. In this study, we investigate to which extent emotional and engaging users’ insights — under the form of love and breakup (L&B) declarations to a service — support employees’ empathy towards users. We played back to railway employees (N = 230) six audio recordings of passengers’ love or breakup declarations addressed to the service. Through quantitative measures, we analyzed the employees’ ability to recognize passengers’ emotions (empathic accuracy), their resonance with their emotions (emotional resonance), and several additional indicators of empathy. Our findings show no direct increase in employees’ empathy but shed light on key factors influencing emotion recognition and resonance, and on employees’ perceptions of their ability to impact the passenger experience. We discuss the opportunities and challenges of using L&B declarations to trigger service employees’ empathy.
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Index Terms
- Empathy in Service Design: Prompting Employees' Empathy with Users through Love and Breakup Declarations
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June 2024
297 pages
ISBN:9798400710179
DOI:10.1145/3663384
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