A three-item, five-point Likert-type scale is used to measure the degree to which a consumer prefers a personalized shopping experience rather than self-service stores where there is little personal interaction between salespeople and cus tomers. The scale was referred to by Forman and Sriram (1991) as attitude toward perceived depersonalization (APD).
Twenty-four items in six subscales use a nine-point response format to measure the degree to which a consumer perceives that a particular salesperson engaged in behaviors that reflected sincere concern for the customer´s needs rather than just trying to make a sale.
Five, five-point Likert-type statements are used to measure the degree to which a customer perceives a salesperson to have greater interest in self than in the customer. Williams and Spiro (1985) viewed this scale as measuring the self-oriented dimension of customer communication style, which stresses a lack of empathy and interest in self more than others.
