Hospitality & Service Quality Scales

37 validated scales · all free to use

Scales for measuring service quality and customer experience in hotels, restaurants and other hospitality settings. The domain includes industry-adapted instruments such as DINESERV for restaurants, LODGSERV and HOLSERV for hotels, and SERVPERF, along with the Servicescape Scale, DINESCAPE, food quality, hotel service value and frontline employee service behaviour measures. The EXQ Customer Experience Quality Scale captures the broader customer experience. These scales suit research on service gaps, guest satisfaction and loyalty, and the effects of the physical environment on diners and guests. For general service quality and recovery measures, see Service Marketing.

Other Tourism domains

All Hospitality & Service Quality scales (A–Z)

• Attitude Toward the Service Provider (Relative) (ATTS)Jones, T. · 2010 · 4 items · α .87
• Attitude Toward the Service Provider (Social Failure) (ATTS)Chan, H. L. · 2009 · 4 items · α .93
• Attribution of Blame (AOB)Grégoire, Y., & Fisher, R. J. · 2008 · 3 items · α .87

• Betrayal (BET)Bardhi, F. L., & Arnould, E. J. · 2005 · 5 items · α .82

• Commitment to Relationship (CTR)Jones, T. · 2010 · 4 items · α .91
• Communication Openness (Service Provider/Customer) (CO)Auh, S. S., & Shih, E. · 2007 · 8 items · α .91
• Cooperation (Client with Service Provider) (COO)Auh, S. S., & Shih, E. · 2007 · 6 items · α .80
• Customer Rage (Displaced Expressions) (CR)Deffenbacher, J. L., & Swaim, R. C. · 2002 · 4 items · α .82
• Customer Rage (Exit Behaviors) (CR)Brady, M. K. · 2009 · 6 items · α .91
• Customer Rage (Physical Expressions) (CR)Deffenbacher, J. L., & Swaim, R. C. · 2002 · 6 items · α .87
• Customer Rage (Rancorous) (CR)Brady, M. K. · 2009 · 5 items · α .82
• Customer Rage (Retaliatory) (CR)Brady, M. K. · 2009 · 6 items · α .90
• Customer Rage (Revenge Behaviors) (CR)Brady, M. K. · 2009 · 5 items · α .89
• Customer Rage (Verbal Expressions) (CR)Deffenbacher, J. L., & Swaim, R. C. · 2002 · 6 items · α .84

• Decision Importance (DI)Schneider, K. C., & Rodgers, W. C. · 1996 · 5 items · α .93
• DINESCAPE Scale (DINESCAPE)Ryu, K. & Jang, S.C. · 2008 · 31 items · α 0.75–0.92
• DINESERV Scale (DINESERV)Stevens, P., Knutson, B., & Patton, M. · 1995 · 26 items · α 0.81–0.95

• EXQ — Customer Experience Quality Scale (EXQ)Klaus, P. & Maklan, S. · 2012 · 19 items · α 0.84–0.93

• Food Quality Scale (FQS)Namkung, Y. & Jang, S. · 2007 · 12 items · α 0.84–0.92
• Frontline Employee Service Behaviour Scale (FESBS)Bettencourt, L.A. & Brown, S.W. · 1997 · 12 items · α 0.82–0.92

• HOLSERV Scale (HOLSERV)Mei, A.W.O., Dean, A.M. & White, C.J. · 1999 · 27 items · α 0.76–0.91
• Hotel Chain Beliefs (HCB)Biehal, G. J., & Sheinin, D. A. · 2007 · 7 items · α .83
• Hotel Service Value Scale (HSVS)Oh, H. · 1999 · 14 items · α 0.88–0.94

• Identification with the Company (IWTC)Homburg, C. J., & Hoyer, W. D. · 2009 · 6 items · α .88
• Indebtedness to Service Provider (ITSP)Tokman, M., Davis, L. M., & Lemon, K. N. · 2007 · 5 items · α .87

• Justice (Interactional) (JUS)Grégoire, Y., & Fisher, R. J. · 2008 · 5 items · α .84

• LODGSERV Scale (LODGSERV)Knutson, B., Stevens, P., Wullaert, C., Patton, M., & Yokoyama, F. · 1990 · 24 items · α 0.79–0.94
• Loyalty (Altruistic) (LOY)Jones, T. · 2010 · 5 items · α .83
• Loyalty to the Service Provider (LTTS)Auh, S. S., & Shih, E. · 2007 · 5 items · α .88

• Product Failure Attribution (PFA)Dong, B. K., & Zou, S. · 2008 · 3 items · α .85

• Quality of the Restaurant (QOTR)Hess, J. R., & Klein, N. M. · 2003 · 3 items · α .88

• Restaurant Menu Diversity (RMD)Biehal, G. J., & Sheinin, D. A. · 2007 · 3 items · α .87

• Self-Image Congruence with Service Provider (SICW)Chon, K. S. · 1992 · 5 items · α .88
• Service Quality (Ease) (SQ)Homburg, C. J., & Hoyer, W. D. · 2009 · 7 items · α .88
• Service Quality (Maintenance) (SQ)Mittal, V. P., & Tsiros, M. · 1999 · 8 items · α .92
• Servicescape Scale (SS)Bitner, M.J. · 1992 · 16 items · α 0.78–0.91
• SERVPERF (SERVPERF)Cronin, J.J. & Taylor, S.A. · 1992 · 22 items · α 0.77–0.93