Product and service quality
Operations1 sample item
About this scale
Based on a comprehensive scale development and validation procedure, the authors find support for a five-dimensional scale to measure customer-based corporate reputation of a service firm: customer orientation, good employer, reliable and financially strong company, product and service quality, and social and environmental responsibility.
Sample item(s)
“Offers high quality products and services. (0.54)”
Notes
Some items (1, 3, 4) were adapted from a scale by Fombrun et al. (2000). In the first item, the words "products and" might be deleted if the quality of services will be measured. The second item does not really seem to m
Source & citation
Walsh & Beatty (2007): Customer-based Corporate Reputation of a Service Firm: Scale Development and Validation. Journal of the Academy of Marketing Science, Vol. 35, No. 1, pp. 127-143.
Source & licence. This scale entry is compiled from the Wikibooks Handbook of Management Scales, used under the CC BY-SA 3.0 licence. Always consult the original publication (cited above) for the complete item set and permission to use.
Use it in your research
Need to check the reliability or psychometrics of this scale in your own data? Use the free DrAIStudio research tools:
Cronbach’s alpha calculator
All statistical calculators
Search the full Scale Atlas
Academic writing humanizer