Service Quality of the Employees

What it measures

The scale measures perceived service quality specifically attributable to frontline employees, adapted from an established, multi-generation service-quality framework.

Response format

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

Scale 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.
• pay attention to me.
• show empathy.
• are ready to help me.

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

Usage notes & scoring

Herhausen et al. (2020) drew heavily on items from De Jong, de Ruyter, and Lemmink (2004), who themselves drew heavily on established service-quality measures; used across five studies with both eight- and six-item versions. Reliability was strong to excellent across versions (α = .94 for the eight-item version). CFA supported the item structure across studies.

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