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.
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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