Development of the service predisposition instrument

Abstract

Summarizes data from 768 respondents from eight organizations collected using the service predisposition instrument (SPI) and describes the properties, content and some uses of the instrument. The SPI consists of question statements based upon a number of model‐specified variables according to a theory of how service industry workers perceive their respective importance during the service encounter. The SPI may be used to identify attitudes of existing workers and in the recruitment and training of new personnel. The instrument provides measures of service elements, cognitive expressions and a personal service outcome.

Citation

Lee‐Ross, D. (2000), "Development of the service predisposition instrument", Journal of Managerial Psychology, Vol. 15 No. 2, pp. 148-157. https://doi.org/10.1108/02683940010310337