Measures a customer's satisfaction with a service agent's performance, including whether performance was good and exceeded expectations. Used in Study 3 with 220 matched customer–service agent pairs at a global insurance institution near Hong Kong. Referred to as 'customers' perceived service performance' by the authors. Drawn conceptually from Hartline and Ferrell (1996). AVE = .88, supporting convergent validity.
Wan, E.W., Chan, K.W., & Chen, R.P. (2016). Hurting or helping? The effect of service agents' workplace ostracism on customer service perceptions. Journal of the Academy of Marketing Science, 44(6), 746–769.
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