Frontline Employee Service Behaviour Scale

What it measures

Measures customer perceptions of frontline employee service behaviour across loyalty behaviours (employee commitment), service delivery quality (reliable, attentive, personalised service), and cooperation. Frontline employee behaviour is the most critical determinant of guest experience quality in hospitality — the human element of the servicescape.

Representative items

• This employee appears proud to work for this organisation. (Loyalty)
• This employee gives me personal attention. (Service Delivery)
• This employee handles my requests efficiently. (Service Delivery)
• This employee is willing to help me. (Cooperation)
• This employee goes beyond the minimum required service. (Service Delivery)

Citation

Bettencourt, L.A., & Brown, S.W. (1997). Contact employees: Relationships among workplace fairness, job satisfaction and prosocial service behaviors. Journal of Retailing, 73(1), 39–61.