Three Likert-type items measure how a customer globally evaluates the quality of service offered by a firm -- whether the firm's service is superior in every way, impressive in quality, and consistently high in standard. The scale is deliberately category-agnostic, containing no reference to any specific service type or quality dimension, making it portable across a wide variety of service contexts. It was developed for a field experiment setting where customers evaluated service quality following a store remodeling intervention.
Full scale items shown. Always cite the original source when using this scale in research.
Items were developed by the authors by drawing on phrases and concepts from Brady and Cronin's (2001) hierarchical service quality framework. AVE of .88 and alpha of .96 both indicate excellent convergent validity and internal consistency. The non-specific framing of items means the scale captures holistic quality impressions rather than attribute-level evaluations, which makes it well suited to contexts where overall service gestalt is the primary construct of interest but less suited to diagnostic or gap-analysis applications.
Dagger, T. S., & Danaher, P. J. (2014). Comparing the effect of store remodeling on new and existing customers. Journal of Marketing, 78(3), 62-80.
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