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Bob Moritz
Marshfield Clinic Research Foundation

services

Using three, nine-point items, the scale measures how well a set of salespeople are believed to be working as a unit and united in their efforts.

The scale measures how pleased a person is with the sales-related services provided by some salespeople who worked together in some capacity during a customer encounter.  The measure is composed of three, nine-point items.

The scale uses four, seven-point Likert-type items to measure how much a customer believes a particular bank he/she uses was a wise choice and provides the needed services.

Using three, five-point Likert-type items, the scale measures the degree to which a customer of a company believes that a particular employee of a company provides timely and regular information about how the customer’s suggestions and other involvement help to improve customer service.

Three, seven-point semantic differentials are used to measure how much of a problem a customer believes a particular service failure is, was, or could be.

A person’s belief that a particular service will be good is measured in this scale with four, seven-point items.

The degree to which a customer believes a service provider is the best is because it understands his/her needs better than the others.  The scale is composed of three, seven-point Likert-type items.

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).

The degree to which a person is happy with a resort and pleased with his/her service experience there is measured with a seven-point Likert-type scale.  Three slightly different versions are described.  One directly measures satisfaction, another directly measures dissatisfaction, and the third one has greater emphasis on the service experience.

A customer’s belief that a service agent’s performance was good and, in fact, better than expected is measured with three, seven-point Likert-type items.