Three items measure the value a consumer places on quality customer service when engaging with a specific product category. The items are straightforward in their focus: service quality matters to the respondent, they place high value on it, and they consider it crucial in the category under consideration. The scale is designed for cross-category deployment, with a blank stem allowing the focal product category to be inserted contextually. It was developed as a moderating variable in research examining how organisational downsizing affects customer satisfaction.
Full scale items shown. Always cite the original source when using this scale in research.
The source of the scale is unattributed; no prior published instrument is cited. The scale stem blank should be filled with the relevant product category (e.g., 'When it comes to internet service providers...'). A minor grammatical feature of item 3 -- 'a very good customer service' -- should be retained exactly as written if fidelity to the original measure is required; researchers may wish to note this phrasing when reporting. Reliability and AVE were estimated across 29 product categories simultaneously, making them reflective of cross-category generalisability rather than within-category precision. No formal validity analysis was reported beyond AVE. Reliability reported as composite reliability (CR/ω) rather than Cronbach's α; the value entered in the alpha field reflects CR. CR and omega are computed from the same formula using CFA factor loadings and are treated as equivalent here. Source: Habel & Klarmann (2015), Table 4.
Habel, J., & Klarmann, M. (2015). Customer reactions to downsizing: When and how is satisfaction affected? Journal of the Academy of Marketing Science, 43(6), 768-789.
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