Measures customer satisfaction with a resort's overall experience and service quality. Three versions are described: a 3-item positive satisfaction version (Study 1), a 3-item dissatisfaction version with negatively phrased items (Study 2), and a 5-item extended version that additionally taps employee and outcome satisfaction (Study 4). Adapted from Maxham and Netemeyer (2002). The scale is straightforwardly adaptable to other service contexts by substituting 'resort' with another service venue.
Lim, E.A.C., Lee, Y.H., & Foo, M.D. (2017). Frontline employees' nonverbal cues in service encounters: A double-edged sword. Journal of the Academy of Marketing Science, 45(5), 657–676.
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