Study Miner & Glomb (2010): study US 2017
- Public
- Employees, United States, 2017
- Survey name
- Unnamed study
- Sample
- Respondents
- N = 67
- Non Response
- 38%
- Assessment
- Experience sampling
Correlate
- Authors's Label
- Service quality
- Our Classification
-
-
- Distribution
- M = 0.02; SD = 0.56
- Operationalization
- Measured with two items:
a. Customer rated quality of service: customers were asked to rate the level of service they received and their satisfaction with the employee they spoke to on their call;
rating scale not reported
b. Self-evaluation of quality of service: Participants rated the quality of service they had provided over the past 30 min.
Participants answered on a 5-point response scale anchored by "far above my personal average" and "far below my personal average".
Rating scale not reported