Scales
SERVPERF
A comprehensive psychometric review of the SERVPERF scale developed by Cronin and Taylor (1992), detailing...
# service quality
21 results
Scales
DINESERV Scale (DINESERV)
The DINESERV Scale is a 29-item multidimensional psychometric instrument developed by Stevens, Knutson, and Patton...
Scales
LODGSERV Scale
The LODGSERV scale is an industry-specific psychometric instrument designed to evaluate perceived service quality and...
Scales
Retail Service Quality Scale (RSQS)
The Retail Service Quality Scale (RSQS), developed by Pratibha A. Dabholkar, Dayle I. Thorpe, and...
Scales
Customer Effort Score (CES-Dixon)
A comprehensive academic analysis of the Customer Effort Score (CES-Dixon), examining its psychometric validity, theoretical...
Scales
Customer Loyalty Scale (CLS-Zeithaml)
The Customer Loyalty Scale (CLS-Zeithaml), developed by Zeithaml, Berry, and Parasuraman (1996), is the gold...
Scales
Word of Mouth Intentions Scale (WOM)
A comprehensive psychometric analysis of the Word of Mouth Intentions Scale (WOM) developed by Zeithaml,...
Scales
Customer Satisfaction Scale (CSAT)
A comprehensive academic analysis of the 6-item Customer Satisfaction Scale (CSAT), covering its theoretical foundation...
Scales
SERVQUAL
A comprehensive academic guide to the SERVQUAL scale by Parasuraman, Zeithaml, and Berry (1988), examining...