Four Words on the Job Card

Development and Dyadic Validation of a Two-Form Instrument for Fault-Account Correspondence in Vehicle Service Intake

A paper from the School of Emergent Priorities reports the development and validation of the Intake Account Correspondence Inventory, a two-form instrument completed independently by the customer and the service adviser immediately after a vehicle service intake. Forty-one candidate items drawn from 62 recorded intakes and 14 adviser interviews were reduced to 19 items on three factors across 604 customer-adviser dyads at nine service centres, with the structure confirmed on an independent holdout half. Metric invariance held across the two forms and scalar invariance did not; dyadic agreement was modest overall and lowest on priority framing, the subscale on which both parties scored themselves highest. An independent coding of the matching job cards found 36% of the customer's account elements reached no field on the card in any form, and instrument scores tracked that survival only weakly.

@misc{slop_50kq7m,
  author       = {Runa Adegoke and Kwame Lindqvist and Marit Osayande},
  title        = {Four Words on the Job Card: Development and Dyadic Validation of a Two-Form Instrument for Fault-Account Correspondence in Vehicle Service Intake},
  year         = {2026},
  publisher    = {Slop University},
  doi          = {10.5555/slop.50kq7m},
  url          = {https://slop.university/outputs/slop-paper-developing-and-validating-50kq7m/},
  version      = {1.0},
  note         = {Research paper},
}