Empathy in Design Scale: Development and Initial Insights

PurposeThe paper aims to identify and report service quality dimensions critical to distributors’ perception of the quality of services their suppliers provide (Manufactures).Design/methodology/approachThis research used unstructured interviews and focused group discussions. The authors have interviewed ten distributors and ten frontline managers of three mid-size Consumer Packaged Goods companies operating in India. Two focused group discussions were conducted involving academicians and practitioners in the service quality domain.FindingsSeven quality dimensions critical to a distributor’s service quality evaluation have been identified. Except for tangibility, all other SERVQUAL dimensions have been found relevant. Three additional dimensions, namely “Fairness,” “Accessibility” and “Image quality,” have been identified. The authors made a theoretical contribution by not only identifying the relevant dimension but also proving their context-specific definition. The authors also present managerial implications and recommendations to improve the service experience of distributors.Originality/valueThis paper investigates the distributor–manufacturer dyadic relationship from a service quality perspective for the first time. This study made a theoretical contribution by explicitly identifying service quality dimensions for a manufacturer-to-distributor (M2D) service relationship.

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Section: Findings and Discussionmentioning

confidence: 99%

“…This dimension was identified as a distinct dimension different from the empathy of SERVQUAL because empathy is related to the capability and behaviour of the employee providing the service (Drouet et al, 2022). At the same time, accessibility is the ability to identify and connect with the right person or resources to get a resolution.…”

Section: Accessibilitymentioning

confidence: 99%

Service quality dimensions in the manufacturer–distributor dyadic relationship: manufacturer-to-distributor context

Trivedi

Nigam

Pareek

2023

IJRDM

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“…More recently Drouet et al 2022 [18] have developed an 18item Empathy in Design Scale to assess the empathetic tendency of designers and stakeholders toward particular groups of users along four diferent dimensions Emotional interest / Discovery, Sensitivity/ Immersion, Personal experience/ Connection, and Selfawareness/ Detachment. To ensure that design students remained aware that while the glasses could provide an experience of visual impairment they could not, and indeed should not [8], create a truly embodied experience of disability we removed the sections on Sensitivity/ Immersion and Personal experience/ Connection from our evaluation.…”

Section: Study Proceduresmentioning

confidence: 99%

“…The result was an 8-item questionnaire, in which participants could express their level of agreement or disagreement with each statement using a 5-point scale. In particular, question 1 to 4 assesses the potential change of "Emotional Interest/ Discovery (EI)", whereas question 5 to 8 examined the "Self-awareness/ Detachment (SA)" level [18]. The questionnaire was administered to participants at the start of the study and after they completed the experiment.…”

Section: Study Proceduresmentioning

confidence: 99%

Seeing our Blind Spots: Smart Glasses-based Simulation to Increase Design Students’ Awareness of Visual Impairment

Zhang

Barbareschi

Huang

et al. 2022

Proceedings of the 35th Annual ACM Symposium on User Interface Software and Technology

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“…The only consensus on empathy is there is no consensus [4,22]. Moreover, quantitative metrics of empathy in design to better explain and predict it are under-researched [4,6,37]. For this reason, we believe that there is a need to expand theories, novel assessment methods, and empirical studies to increase our understanding of empathy and support the human-centered design of technologies and services.…”

Section: Introductionmentioning

confidence: 99%

The EmpathiCH Workshop: Unraveling Empathy-Centric Design

Drouet

Meijer

O’Kane

et al. 2023

Extended Abstracts of the 2023 CHI Conference on Human Factors in Computing Systems

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EmpathiCH aims to bring together and blend a diverse set of expertise to develop a new research agenda in the context of "Empathy-Centric Design". Building on the discussions that emerged in the previous edition, the main research objective is to form a comprehensive and coherent framework that utilizes empathy as a new dimension of human-factors research and practice. We aim to consolidate the existing theoretical and conceptual constructs of empathy from diverse domains to reflect on its temporality, materiality, and the risks related to its instrumentalization. With a mix of author panels, expert discussion, and interactive activities, we aim to make this workshop the ideal venue to foster collaboration, expand the community, and shape the future direction of "Empathy-Centric Design". CCS CONCEPTS• Human-centered computing → HCI theory, concepts and models; HCI design and evaluation methods.

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Empathy in Design Scale: Development and Initial Insights

Cited by 12 publications

References 23 publications

Service quality dimensions in the manufacturer–distributor dyadic relationship: manufacturer-to-distributor context

Service quality dimensions in the manufacturer–distributor dyadic relationship: manufacturer-to-distributor context

Seeing our Blind Spots: Smart Glasses-based Simulation to Increase Design Students’ Awareness of Visual Impairment

The EmpathiCH Workshop: Unraveling Empathy-Centric Design

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