Resort Satisfaction

What it measures

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.

Response format

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

Scale items

• I am satisfied with my overall experience with the resort.
• As a whole, I am happy with the resort.
• Overall, I am pleased with the service experience at the resort so far.
• I am satisfied with the service provided by the employee I interacted with.
• I am satisfied with the outcome of the service experience.

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

Usage notes & scoring

Three versions: Study 1 = items 1–3 (positive); Study 2 = items 1–3 with negatively phrased anchors ('dissatisfied' replaces 'satisfied'; 'not happy' replaces 'happy'; 'displeased' replaces 'pleased'); Study 4 = all 5 items. Alphas: .96 (Study 1), .86 (Study 2), .94 (Study 4). Adapted from Maxham and Netemeyer (2002), Journal of Retailing, 78(4), 239–252. Substitute 'resort' with another service setting as appropriate.

Recommended companion scales

Citation

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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