The Marketing Scales website is a gold mine of information. It is the only source that helps me understand the psychometric quality of the instruments used in past research. I recommend that researchers bookmark this site . . . they will be back!
empathy
The scale uses three, seven-point Likert-type items to measure how strongly a person believes that an employee has engaged in behaviors to politely and attentively address a customer’s concerns (unspecified).
A person’s tendency or ability to consider the point of view of other people is measured with seven items.
With four statements, the scale measures a customer’s belief that a particular service provider makes an effort to anticipate and understand his/her unique needs and expectations.
How much compassion a person feels for others is measured with seven-point unipolar items. With the proper instructions, this version seems to be adaptable for use in a wide variety of situations. Versions with five, six, and seven items are described.
The four, seven-point items composing this scale attempt to measure a person's trait-like tendency to feel compassion and/or sympathy for others, particularly those who are suffering.
The scale uses three, seven-point Likert-type items to measure the level of anger a person typically experiences upon learning that a person or group of people have been hurt in some way by others.
The scale has three, seven-point Likert-type items intended to measure a person's positive reaction to another person's nonverbal expression of emotion.
A person's negative reaction to the nonverbal expression of emotion by another person is measured in this scale with three, seven-point Likert-type items.
The tendency for a person's emotions to be adjusted, possibly subconsciously, to match those of another person is measured in this scale with eight, seven-point Likert-type items.
The scale is composed of seven-point Likert-type items that are intended to measure how much a person believes he/she is affected by what others are feeling and experiencing.
