Quality of the Product

What it measures

Flawlessness and distinctiveness as quality signals, rated across four items.

Response Format

7-point Likert (1=strongly disagree, 7=strongly agree)

Representative items

• is flawless.
• is distinctive.
• has a nice appearance.
• is durable.

Citation

Herhausen, D., Emrich, O., Grewal, D., Kipfelsberger, P., & Schoegel, M. (2020). Face Forward: How Employees’ Digital Presence on Service Websites Affects Customer Perceptions of Website and Employee Service Quality. Journal of Marketing Research, 57(5), 917-936.

Keywords