A four-item sentence-completion scale measuring a customer's expectation or perception of a service agent's ability to take effective action on their behalf. Items complete a stem expressing expectations about the agent and tap into doing something for the customer, taking action, proactive problem resolution, and calming communication. Available in both pre-interaction (expectation) and post-interaction (evaluation) versions. Developed in chatbot service research but applicable to any agent-customer interaction context.
Crolic, Cammy, Felipe Thomaz, Rhonda Hadi, and Andrew T. Stephen (2022). Blame the bot: Anthropomorphism and anger in customer-chatbot interactions. Journal of Marketing, 86(1), 132–148.
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