Rapport with Employee

What it measures

A four-item Likert-type scale designed to measure the degree to which a customer believes the relationship he/she has with an employee is warm and pleasant.

Response format

7-point scale

Scale items

• In thinking about my relationship with this person, I enjoyed interacting with this employee.
• This employee created a feeling of "warmth" in our relationship.
• This employee related well to me.
• I was comfortable interacting with this employee.

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

Usage notes & scoring

Internal consistency (alpha = .967) was reported in the primary study. Convergent and discriminant validity evidence was provided by the original authors.

Citation

Gremler, Dwayne D. and Kevin P. Gwinner (2000), "Customer-Employee Rapport in Service Relationships," Journal of Service Research, 3 (August), 82-104.

Keywords