Commonality of Employee Response

What it measures

A four-item scale measuring commonality of employee response.

Response format

7-point semantic differential

Scale items

• not at all universal across this __________ / universal across this __________
• not at all common among other employees at this __________ / common among other employees at
• not at all similar to the responses of other employees / similar to the responses of other employees
• not at all widespread throughout this __________ / definitely widespread throughout this __________
• A simple, generic description of the focal organization should be placed in the blanks, e.g., airline.

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

Usage notes & scoring

Convergent and discriminant validity evidence was provided by the original authors.

Citation

Hess Jr., Ronald L., Shankar Ganesan, and Noreen M. Klein (2007), “Interactional Service Failures in a Pseudorelationship: The Role of Organizational Attributions,” Journal of Retailing, 83 (1), 79-95.

Keywords