Frontline Service Care Quality Scale

What it measures

Three items capture how customers assess the quality of care expressed by frontline service employees -- whether they are likely to be friendly, capable of providing knowledgeable advice, and consistent in treating all customers equally. Although loosely anchored in the empathy dimension of SERVQUAL, the items reflect observable employee conduct rather than affective perspective-taking. The scale is particularly suited to service contexts in which frontline aesthetic presentation and employee uniformity are studied alongside service delivery quality.

Representative items

• Female members of a consumer research panel (Study 1)
• 202 female students at a southwestern US university (Study 2)

Citation

Pounders, K. R., Babin, B. J., & Close, A. G. (2015). All the same to me: Outcomes of aesthetic labor performed by frontline service providers. Journal of the Academy of Marketing Science, 43(6), 670-693.