Service-Oriented OCB (Bettencourt, Gwinner & Meuter)
HR & WorkReliability: alphas 0.85–0.943 sample items
About this scale
A 16-item measure of service-oriented OCBs in customer-facing roles across three dimensions: loyalty (advocacy), service delivery (conscientiousness), and participation (improvement).
Sample item(s)
“I tell outsiders this is a great place to work (loyalty)”
“I follow customer-service guidelines with extreme care (delivery)”
“I make constructive suggestions for service improvement (participation)”
Reliability
Reported internal consistency: alphas 0.85–0.94. As a rule of thumb, Cronbach’s α ≥ .70 is considered acceptable, ≥ .80 good, and ≥ .90 excellent for established measures.
Notes
Useful for service-industry research.
Source & citation
Bettencourt, L. A., Gwinner, K. P., & Meuter, M. L. (2001): A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. Journal of Applied Psychology, Vol. 86, No. 1, pp. 29–41.
Source. Scale details are summarised from the publication cited above. Always consult the original source for the full item set, scoring, and permission to use.
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