Attitude Toward the Service Provider (Social Failure)

What it measures

A three-item scale measuring attitude toward the service provider.

Response format

10-point Likert (1=strongly disagree, 10=strongly agree)

Scale items

• The __________'s attitude was poor.
• The __________'s attitude was acceptable. (r)
• The __________'s attitude was not professional.
• The generic name for the employee providing the service should be placed in the blanks, e.g., waiter.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Internal consistency (alpha = .93) was reported in the primary study. Formal validity assessment was not reported by the original authors.

Citation

Chan, Haksin, Lisa C. Wan, and Leo Y. M. Sin (2009), "The Contrasting Effects of Culture on Consumer Tolerance: Interpersonal Face and Impersonal Fate," Journal of Consumer Research, 36 (2), 292-304.

Keywords