Service Quality of the Real Estate Agent (Anticipated)

What it measures

The scale captures anticipated service quality of a real estate agent, based on expectations formed before an actual interaction takes place.

Response format

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

Scale 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

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

Usage notes & scoring

Created by Cheng, Mukhopadhyay, and Williams (2020), who used it after participants viewed a real estate agency screenshot featuring customer endorsements. Reliability was strong (α = .90). A supporting factor analysis was conducted, though formal validity wasn't separately discussed.

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