Evaluating Customer Special Requests
This paper describes the development of a 16-item special request scale (SRS) to measure evaluative criteria used by frontline employees when facing customer special requests. Built on a preliminary research, our study provided evidence for the reliability, factor structure, validity, and potential applications of the SRS scale on the basis of analyzing data from 131 employees of an oil exchange company.
KeywordsCustomer Frontline employees Measurement Scale Special request scale
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