Service Quality (Expected Outcome)

What it measures

The scale assesses expected service quality outcomes, capturing anticipated results of a service encounter rather than the process itself.

Response format

Semantic differential (point count not specified in the source)

Scale items

• Unfavorable / Favorable
• Bad / Good
• Unsatisfactory / Satisfactory
• Uncertain / Certain

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

Usage notes & scoring

Source not stated by Leung, Kim, and Tse (2020), who appear to have created the scale themselves; used with Hong Kong undergraduates. Reliability was strong (α = .92). Validity wasn't separately discussed. A closely related version was also used in the same study.

Citation

Leung, F.F., Kim, S., & Tse, C.H. (2020). Highlighting Effort Versus Talent in Service Employee Performance: Customer Attributions and Responses. Journal of Marketing, 84(3), 106-121.

Keywords