Behavioral Control

What it measures

A four-item scale measuring behavioral control.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• I feel much control over the service process when using __________.
• Through this __________ service I have a direct influence on getting the information I need.
• This __________ service enables me to get a grip on the necessary information.
• will give me more control over the service process.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Internal consistency (alpha = .89) was reported in the primary study. Convergent and discriminant validity evidence was provided by the original authors.

Citation

Dabholkar, Pratibha A. (1996), "Consumer Evaluations of New Technology-Based Self-Service Options: An Investigation of Alternative Models of Service Quality," International Journal of Research in Marketing, 13 (1), 29- 51.

Keywords