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Marshfield Clinic Research Foundation

Server Encounter Behavior (Civility)

Twelve, seven-point Likert-type items are used to measure a customer's view of the interaction that occurred between him/her and an employee of a service provider as it pertains to the degree to which the employee was viewed as being polite and helpful. In the study by Winsted (1997), respondents were asked to think of a recent encounter with a waiter or waitress in a restaurant.