Service Quality of the Real Estate Agent (Anticipated)

What it measures

Confidence that an agent will deliver, before any service has actually happened — three items measure anticipated quality.

Response Format

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

Representative items

• How confident are you that this real estate agent will provide good service to you? not confident at all / Very confident
• How sure are you that this real estate agent will find you a good place to live? Not sure at all / Very sure
• How likely are you to hire this real estate agent to find you a good place to live? Very unlikely / Very likely 405 SIMILARITY OF ENDORSERS Three, seven-point Likert-type items measure how much a person believes individuals within a particular group of people or other entities are viewed as being much the same, especially when one endorser can be easily replaced by another.

Citation

Cheng, Y., Cheng, P.C., Yimin, , Mukhopadhyay, A., & Williams, P. (2020). Smiling Signals Intrinsic Motivation. Journal of Consumer Research, 46(5), 915–935.

Keywords