Six five-point Likert-type items measure the degree to which a customer perceives a service provider as trustworthy, accepting, sympathetic, caring, honest, and attentive. Developed for use in the patient-physician service context, the scale captures the social and relational aspects of professional service encounters. Items use a blank to allow the provider type to be specified by the researcher.
Hausman, A. (2004). Modeling the patient-physician service encounter: Improving patient outcomes. Journal of the Academy of Marketing Science, 32(4), 403–417.
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