Three seven-point items capture a consumer's global satisfaction with a service experience, reflecting the overall quality of the interaction with the business rather than just the product received. The scale blends Likert-type and rating formats across items. It has been validated across banking, home buying, and electronics retail contexts.
Maxham, J. G., III, & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: The effect of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239–252.
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