Five seven-point Likert-type items assess a consumer's expectations and general attitude toward the quality of service provided by store employees. Items address being treated well, receiving personal attention, willingness to assist, high-quality service, and employee responsiveness. The scale draws on SERVQUAL responsiveness and empathy dimensions and has been used in both lab and field retail settings.
Baker, J., Grewal, D., & Parasuraman, A. (1994). The influence of store environment on quality inferences and store image. Journal of the Academy of Marketing Science, 22(4), 328–339.
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