Three items measure the extent to which customers perceive frontline employees as genuinely valuing them, providing honest advice or accurate information, and treating them respectfully. Captures the employee-level dimension of service benevolence.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(January), 15–37.
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