Three items with semantic differential and rating formats assess a customer's evaluation of a specific service employee's helpfulness and responsiveness during a store visit. The first two items use bipolar adjective pairs while the third assesses whether the customer had a fair chance to explain their problem. The scale is particularly suited to repair and returns service contexts.
Hui, M. K., Zhao, X., Fan, X., & Au, K. (2004). When does the service process matter? A test of two competing theories. Journal of Consumer Research, 31(2), 465–475.
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