Service Quality (Expected Outcome)

What it measures

Before a service happens, how good does it seem likely to be? Four paired items rate anticipated favourability.

Response Format

Semantic differential (point count not specified in the source)

Representative items

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

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