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.
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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