Service Agent Performance Satisfaction

What it measures

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.

Response format

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

Scale items

• This service agent's service performance is good.
• This service agent's service performance is better than I expected.
• I am happy with this service agent's performance.

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

Usage notes & scoring

Alpha = .96; AVE = .88. CFA confirmed convergent and discriminant validity. Note: the original article contains a typographic error in the response scale description (stating 'strongly disagree (7) and strongly agree (7)'); the correct anchors are strongly disagree (1) and strongly agree (7). Drawn from Hartline and Ferrell (1996), Journal of Marketing, 60 (October), 52–70.

Recommended companion scales

Citation

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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