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Marshfield Clinic Research Foundation

services

Five, seven-point Likert-type items are used to measure a customer's opinion about the interaction that occurred between him/her and an employee of a service provider as it pertains to the degree to which the server engaged in banter and was personable in the conversation. In the study by Winsted (1997), respondents were asked to think of a recent encounter with a waiter or waitress in a restaurant.

Three Likert-type items measure the degree to which a customer is satisfied with the interaction he or she has had with a particular salesperson.

Four, seven-point items are used to measure the degree to which a patient expresses satisfaction with his or her recent stay in a hospital. The scale is intended to be an overall measure of satisfaction rather than a measure of any particular aspect of a hospital.

Three, seven-point Likert-type statements and one seven-point bi-polar adjective are purported to measure the degree to which a consumer is pleased overall with the services performed by some specified company with which he or she apparently had experience.

Eleven, seven-point items are used to measure the level of satisfaction a consumer has with a health club, with a particular focus on its equipment and employees.

Four, seven-point semantic differentials are used to measure a person's level of satisfaction with some person, place, or thing.

Three, seven-point Likert-type statements are purported to measure the likelihood that a consumer will choose a particular service provider the next time the service is needed.

A three-item, seven-point Likert-type scale is used to measure the degree to which a person who has just been involved in a service activity thinks that the one providing the service went beyond what was expected and gave something extra. The activity studied by Price, Arnould, and Tierney (1995) was a river-rafting trip and the river guide was the service provider being evaluated by the customers.