Measures a customer's evaluation of the rapport-building behaviours displayed by a business's frontline staff during a service encounter. Items assess staff courtesy, responsiveness, knowledge, and warmth. Higher scores indicate a more positive perception of employee rapport. Versions with three items (Study 1) and four items (Study 2) have been used.
Giebelhausen, M., Robinson, S. G., Sirianni, N. J., & Brady, M. K. (2014). Touch versus tech: When technology functions as a barrier or a benefit to service encounters. Journal of Marketing, 78(4), 113–124.
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