Satisfaction with the Problem’s Resolution

What it measures

Was the issue actually resolved to the customer's satisfaction? Three items check that directly.

Response Format

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

Representative items

• My question was sufficiently answered.
• My problem was appropriately resolved.
• I got the help I needed.

Citation

Crolic, C., Thomaz, F., Hadi, R., & Stephen, A.T. (2022). Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions. Journal of Marketing, 86(1), 132–148.

Keywords