Service Quality of the Employee

Name: Service Quality of the Employee
Published: 2023
License: https://psychometricscales.com/methodology.html

Belief That an Employee Was Competent, Trustworthy, and Appropriately Presented

7 items 2023 α 0.897 (Study 4) Free Hennig-Thurau, T., Aliman, D. N., Herting, A. M., Cziehso, G. P., Linder, M., & Kübler, R. V.

What it measures

This seven-item scale measures how competent, reliable, trustworthy, attentive, and appropriately presented a person found a particular business employee to be. Hennig-Thurau et al. (2023) used it in Study 4, with undergraduate business students at a large public German university, in research on social interactions in the metaverse, where the employee moderated an event. The authors built the items from phrases and key words in Parasuraman, Zeithaml, and Berry's (1988) SERVQUAL measures.

Response format

7-point agreement scale (1-7)

Scale items

I liked the performance and appearance of the employee who moderated the event very much.
The employee did a reliable job.
The employee strongly considered participants' feedback.
I perceived the employee as very competent.
For me the employee was very trustworthy.
The employee was very interested in the statements of the participants.
The appearance of the employee was appropriate according to the situation.

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

Usage notes & scoring

Alpha was .897 (Hennig-Thurau et al. 2023, p. 908). Validity was not discussed directly, but factor loadings supplied by the lead author were strong enough to support unidimensionality. A six-item version with similar wording, also adapted from Parasuraman, Zeithaml, and Berry (1988), was used in Study 5 (α = .809) (Hennig-Thurau et al. 2023, Table 5). The authors analyzed the data with PLS-SEM. Item 1 refers to an employee who moderated an event and needs adjusting for other service settings. See also Store Employee Service Quality (ID 1304).

Citation

Hennig-Thurau, Thorsten, Dorothea N. Aliman, Alina M. Herting, Gerrit P. Cziehso, Marc Linder, and Raoul V. Kübler (2023), "Social Interactions in the Metaverse: Framework, Initial Evidence, and Research Roadmap," Journal of the Academy of Marketing Science, 51 (4), 889-913.

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Keywords

#servicequality#employeeperformance#frontlineemployee#metaverse#virtualevents#SERVQUAL

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