Service Rep Extra-Role Behaviour
SEREXTRCustomer evaluation of a service representative's discretionary effort beyond role expectations
5 items
2003
α .86
Free
Maxham, J. G., & Netemeyer, R. G.
What it measures
Five items assess the degree to which a service representative went beyond their formal role requirements to resolve a customer's problem in a specific service encounter.
Response format
7-point Likert (1=strongly disagree, 7=strongly agree)
Scale items
- For this particular encounter, the service representative I dealt with willingly went out of his/her way to help me. [item may be truncated]
- For this particular encounter, the service representative I dealt with voluntarily assisted me beyond what was expected. [item may be truncated]
- For this particular encounter, the service representative I dealt with helped me with issues beyond his/her formal responsibilities. [item may be truncated]
- For this particular encounter, the service representative I dealt with frequently went beyond what was required to help. [item may be truncated]
- For this particular encounter, the service representative I dealt with went "above and beyond" in serving me. [item may be truncated]
Full scale items shown. Always cite the original source when using this scale in research.
Usage notes & scoring
Appears original to Maxham and Netemeyer (2003); draws on Bettencourt and Brown (1997). Alpha .86. All items are truncated in extraction—verify full wording against original article. Items are anchored to 'this particular encounter'.
Recommended companion scales
Citation
Maxham, J. G., & Netemeyer, R. G. (2003). Firms reap what they sow: The effects of shared values and perceived organizational justice on customers' evaluations of complaint handling. Journal of Marketing, 67(1), 46–62.
Keywords
#extra-rolebehaviour#servicerecovery#OCB#discretionaryeffort#servicerep#customerevaluation