Retail Employee Competence

What it measures

Three items measure a customer's perception that store employees work efficiently, are capable of handling requests, and can be relied on to know their job.

Response format

5-point Likert (1=strongly disagree, 5=strongly agree)

Scale items

• [Employees at this store] work quickly and efficiently.
• [Employees at this store] can competently handle most customer requests.
• [Employees at this store] can be relied upon to know what they are doing.

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

Usage notes & scoring

Developed by Sirdeshmukh, Singh, and Sabol (2002). Alphas .91 (retail) and .87 (airline). Items are preceded by '[Employees at this store]...' — verify exact wording against original article.

Recommended companion scales

Citation

Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15–37.

Keywords