Service Quality of the Employees

What it measures

Competence, promptness, friendliness — eight items covering the core dimensions of how service staff are perceived to treat customers.

Response Format

7-point Likert (1=strongly disagree, 7=strongly agree)

Representative items

• make clear appointments.
• provide the promised information at a high speed.
• are friendly and polite.
• provide competent service.
• take their time to serve me.

Citation

Herhausen, D., Emrich, O., Grewal, D., Kipfelsberger, P., & Schoegel, M. (2020). Face Forward: How Employees’ Digital Presence on Service Websites Affects Customer Perceptions of Website and Employee Service Quality. Journal of Marketing Research, 57(5), 917-936.

Keywords