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personnel

A shopper's attitude about the number and quality of the employees working in a store are measured in this scale with four, seven-point Likert-type items. Although Baker, Levy, and Grewal (1992) and Baker, Grewal, and Parasuraman (1994) described the scale as measuring "the store social factor," it is clear from an examination of the items that the focus was on the employee aspect of retail social interaction.

Ten, five-point items are used to measure the quality of service perceived to be provided by a particular organization as it pertains to employee-related activities and customer interactions.

Five, seven-point semantic differentials measure a customer's satisfaction with the interaction that occurred with an employee of a service provider. In the study by Winsted (1997), respondents were asked to think of a recent encounter with a waiter or waitress in a restaurant.