Items:

Decision making
1. I have the authority to correct problems when they occur.
2. I am allowed to be creative when I deal with problems at work.
3. I have a lot of control over how I solve problems at work.

Discretionary Skills
4. I am aware of the boundaries within which I can adapt the service I offer.
5. I know when I need to consult my supervisor for approval or clarification.
6. I follow the guidelines and serve customers without unnecessary consultation with my peers and supervisors.
7. I can exercise discretionary power to serve my customers.

Information Access
8. I have access to information about the products/services offered by my organisation.
9. I have access to related business processes and procedures.
10. I have access to information about what customers are looking for.

Knowledge and Skills
11. I have the necessary skills to best serve my customer.
12. I have the necessary knowledge to do my job.
13. I have mastered the skills necessary for my job.
14. I am confident about my ability to do my job.

Tools and Technologies
15. My organisation provides me with relevant tools to perform my job.
16. My organisation regularly invests in tools and technologies to help me perform my job.
17. My organisation provides tools that are equal to or better than the competition.

Training and Development
18. My organisation provides regular training on our products/services.
19. My organisation provides regular training on the tools I am expected to use to serve the customer.
20. My organisation invests in my skill development.

Response Options:
7-point Likert scale
Strongly disagree - 1
Neither agree nor disagree - 4
Strongly agree - 7