Service Employee Benevolence

What it measures

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.

Response format

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

Scale items

• act as if they value you as a customer.
• can be relied upon to give __________.
• treat you with respect.

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

Usage notes & scoring

Alphas of .84 (retail) and .81 (airline). The blank in item 2 should be filled with an honest, context-relevant form of help — e.g., 'honest advice even if they won't make a sale' (retail) or 'accurate information in the event of flight delays or cancellations' (airline). Items are sentence fragments completing an employee-referent stem. Companion scale: Service Provider Policy Benevolence (ID 1060).

Recommended companion scales

Citation

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

Keywords