Service Employee Task Competence

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.

Response format

Response format not stated; likely 5- or 7-point

Scale items

• The employee was capable.
• The employee was efficient.
• The employee was organized.
• The employee was thorough.
• The employee met my needs.
• The employee performed as I expected.

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

Usage notes & scoring

Items from Price, Arnould, and Deibler (1995); alpha .87 (Dolen et al. 2002). Companion social competence scale measures interpersonal behaviours.

Recommended companion scales

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.

Keywords