Frontline Employee Problem-Solving Competence

FEPCCustomer perception that a service employee actively and competently engaged in solving a service problem

3 items 2018 α .87–.90 Free Marinova, D., Singh, S. K., & Singh, J.

What it measures

Three items assess the extent to which a customer perceives that a service agent suggested workable options, acted competently, and demonstrated active problem-solving behaviour. Used as a manipulation check in a study of verbal and nonverbal cues in airline service recovery scenarios.

Citation

Marinova, D., Singh, S. K., & Singh, J. (2018). Frontline problem-solving effectiveness: A dynamic analysis of verbal and nonverbal cues. Journal of Marketing Research, 55(2), 178–192.

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