Service Employee Task Competence

SETCPerceived task efficiency and reliability of a service employee

6 items 1995 α .87 Free Price, L. L., Arnould, E. J., & Deibler, S. L.

What it measures

Six items assess how capable, efficient, organised, and reliable a service employee is in executing core job tasks and meeting customer needs.

Citation

Price, L. L., Arnould, E. J., & Deibler, S. L. (1995). Consumers' emotional responses to service encounters: The influence of the service provider. International Journal of Service Industry Management, 6(3), 34–63.

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