Empathy A Multi Dimensional Psychological Process

Empathy has been suggested to be a multi-dimensional psychological process (Zaki Ochsner, 2012) that involves related, yet separate, cognitive and affective empathetic systems such as affective sharing, perspective-taking, and cognitive appraisal (Hein Singer, 2008; Lamm et al., 2007; Olsson Ochsner, 2008). These empathetic processes rely on both bottom-up and top-down processes, where the former is stimuli driven (e.g., observing facial expressions), and the latter includes the observer’s knowledge, experiences, and beliefs about the observed state (Goubert et al., 2005). Two main components of empathy have been proposed: affective empathy (AE) and cognitive empathy (CE) (e.g., Decety Meyer, 2008; Fan et al., 2011; Mathur, Harada, Lipke, Chiao, 2010). AE is said to be the most basic form of empathy and is most commonly known as empathic concern (Preston de Waal, 2002). It refers to the indirect sharing of another’s emotional state, though not necessarily identica l (Smith, 2006); and is also a response involving emotion recognition skills and emotional reactivity (Tone Tully, 2014). Affective empathetic responses have been found to be an automatic, instinctive, and unconscious process (Belzung, 2014; Chartrand Bargh, 1999; Dimberg Thunberg, 1998; Dimberg, Thunberg, Elmehed, 2000; Han, Fan, Mao, 2008). On the other hand, CE is seen to be a more complex form of empathy (Shamay-Tsoory, Aharon-Peretz, Perry, 2009). It refers to the mental capacity toShow MoreRelatedAn Exploration of the Components of Service Quality1473 Words   |  6 Pagesmaintenance firm, several retail banks, a long-distance telephone provider, a securities broker, and credit card companies. ERVQUAL is a 22-item scale which measures service quality from five perspectives; reliability, responsiveness, assurance, empathy, and tangibles (Parasuraman et al, 1988). 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