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Handbook of Management Scales/Service quality

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Service quality (alpha = 0.96)

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Items

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All Scales rated from 1 (strongly disagree) to 7 (strongly agree) except where noted.

  • Grocer X employees are reliable in providing the service I expect.
  • Grocer X employees are understanding of my service needs.
  • Grocer X employees are responsive to my service requests.
  • Grocer X employees are competent in providing the expected service.
  • I feel secure in service encounters with Grocer X employees.
  • Grocer X employees are courteous in providing me service.
  • Grocer X employees are available to answer my service-related questions.
  • The tangible (appearance of trucks, staff, products) aspects of Grocer X's service.
  • Grocer X service is excellent.
  • Grocer X has good credibility in providing the service I need.
  • I have access to communicate with Grocer X regarding my service needs.

Source

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  • Boyer/Frohlich (2006): Analysis of Effects of Operational Execution on Repeat Purchasing for Heterogeneous Customer Segments. Production and Operations Management, Vol. 15, No. 2, pp. 229–242.
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