Handbook of Management Scales/Product and service quality

Description
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.

Definition
Product and service quality relates to the customers’ perceptions that the company offers innovative, high-quality products and services, which they stand behind.

Items

 * Offers high quality products and services. (0.54)
 * Is a strong, reliable company. (0.77)
 * Stands behind the services that it offers. (0.48)
 * Develops innovative services. (0.59)

Comments
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 measure the quality of products and services. The factor loading of the third item are very low; however, as this items is closer to the definition than the second item, this might be an indication that this scales does not measure what it is intended to measure. The last item seems to measure innovativeness rather than quality. In general, this scale should be further developed before it is used again.

Source

 * 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.