Handbook of Management Scales/Offline store service

Offline store service (alpha = 0.94)

Items

The construct was measured using 7 points semantic-differentials.

• Unfriendly personnel - friendly personnel
• Few helpful salesmen - Many helpful salesmen
• Bad service - good service
• Bad reputation - good reputation
• Unknowledgeable sales personnel - knowledgeable sales personnel
• Slow checkout - fast checkout

Source

• Verhagen/van Dolen (2009): Online purchase intentions: A multi-channel store image perspective. Information & Management, Vol. 46, No. 2, pp. 77–82.