employees
The belief that an employee can reward and punish other employees is measured with three, seven-point items.
With three, seven-point items, the scale measures how much a person believes that a particular employee has a prestigious position in a company and is admired by other employees.
Three semantic differentials are used to measure whether a customer has more of a communal relationship or an exchange relationship with a business or employee. In the scale, a communal relationship is informal and like a family whereas an exchange relationship is formal and purely transactional.
Three, seven-point semantic differentials are used to measure how much a person believes a particular party is at fault for an offense that occurred.
The scale uses three, seven-point Likert-type items to measure how strongly a person believes that an employee has engaged in behaviors to politely and attentively address a customer’s concerns (unspecified).
Using three, seven-point Likert-type items, the scale measures how much a person believes that an employee has engaged in behaviors to actively and competently solve a customer’s problem.
Eight, seven-point Likert-type items measure a consumer’s belief that a particular company engages in behaviors that are thought to advance social good such as caring for people and the environment.
With four, nine-point items, the scale measures the extent to which a person believes that one or more employees of a company engaged in improper activity that deceived and harmed clients. WARNING: The article in which this scale was reported has been retracted by the second author due to anomilies in the data and analyses [Journal of Consumer Research (2020), 47 (4), 632]. The extent to which the anomilies affected this scale is unknown.
Four, nine-point items compose the scale which measures the extent to which a person believes an employee of a company has done something that is either immoral and damaging to his/her company or, at the other extreme, was honest and helpful. WARNING: The article in which this scale was reported has been retracted by the second author due to anomilies in the data and analyses [Journal of Consumer Research (2020), 47 (4), 632]. The extent to which the anomilies affected this scale is unknown.
Using a Likert-type response format, the scale measures the degree to which a person thinks that relevant others believe customers ought to be friendly to employees, especially to those at stores who provide service. Items for both a four-item and a two-item version are described.