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services

The scale uses four statements to measure a customer’s belief that a particular service provider does not exploit or deceive him/her in their business relationship.

The extent to which a customer believes a particular service provider expresses genuine interest in him/her and encourages communication is measured with four items.

Four, seven-point Likert-type items are used to measure the degree to which a customer believes a particular service-related problem was the fault of the service provider (internal) rather than someone or something else (external).

A consumer’s global evaluation of a service experience is measure with three, nine-point bi-polar adjectives.

Composed of four, five-point Likert-type items, the scale measures the extent to which a consumer believes he/she has received certain benefits from a provider over time and would lose them if changing providers.

Using five, five-point Likert-type items, the scale measures the extent to which a consumer believes he/she has spent a lot of time and effort on a relationship with a current provider.

The scale has four, five-point Likert-type items and measures how much a consumer believes that if he/she were to change service providers then new policies would have to be learned.

The likelihood of receiving lower service quality if one switches from one provider to another is measured with three, five-point Likert-type items.

With three, seven-point Likert-type items, the scale measures the extent to which a person believes that the service provided by a company is high quality, with no reference to any specific type of business or aspect of service quality.

The scale has three statements that measure the extent to which a person believes him/herself to be a valuable customer of retail establishment and, thereby, deserving of special treatment from the employees.