Individuality of the Employee

What it measures

A three-item Likert-type scale designed to measure the degree to which a customer views an employee as an individual rather than just an anonymous employee.

Response format

7-point scale

Scale items

• When I think of the employee, I see a person with a unique set of characteristics.
• I have a good idea about who and how the employee really is.
• I would think of the employee as a unique individual rather than as an anonymous salesperson.

Full scale items shown. Always cite the original source when using this scale in research.

Citation

Wentzel, Daniel (2009), "The Effect of Employee Behavior on Brand Personality Impressions and Brand Attitudes," Journal of Academy of Marketing Science, 37 (3), 359-374.

Keywords