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Bob Moritz
Marshfield Clinic Research Foundation

employees

The scale measures how much the service employees of a company are believed to be competent, polite, and helpful among other characteristics.  Two versions of the scale are described, one that has eight, eleven-point items and another with six, seven-point items.

How much a person believes that people working for an organization (retailer, company, non-profit) have his/her the best interests in mind and keep their promises is measured with three, seven-point Likert-type items.

Four semantic differentials are used to measure the degree to which a person believes that if he/she hired a particular person for a stated job, the outcome would be good.

Eight, seven-point items are used to measure the degree to which a customer believes his/her business relationship with a particular person is more communal vs. more exchange in nature.

The scale uses four, seven-point Likert-type items to measure how much a person believes that employees at lower levels of an organization should not have much power and should follow those at higher levels in order for the organization to be successful.

The extent to which an entity (company, organization, person, etc.) is viewed as compassionate and moral or, at the other extreme, cruel and harmful is measured with three, seven-point semantic differentials.

The belief that an employee can reward and punish other employees is measured with three, seven-point items.

With three, seven-point items, the scale measures how much a person believes that a particular employee has a prestigious position in a company and is admired by other employees.

Three semantic differentials are used to measure whether a customer has more of a communal relationship or an exchange relationship with a business or employee.  In the scale, a communal relationship is informal and like a family whereas an exchange relationship is formal and purely transactional.

Three, seven-point semantic differentials are used to measure how much a person believes a particular party is at fault for an offense that occurred.