Measures a customer's satisfaction with the decision to patronise a specific business, capturing both an emotional sense of happiness with the choice and a cognitive evaluation that the selection was the right one. The scale treats satisfaction as a post-choice evaluative judgement, integrating affective and decisional components into a single latent construct.
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Used by Allen et al. (2015) in all three studies (hospitality contexts: airline + hotel in Studies 1 and 2; restaurant in Study 3). The scale was developed by drawing on Oliver (1997) and the conceptual lineage of Westbrook & Oliver (1981). Note: the source paper's reference list cites Oliver & Bearden (1985) rather than Oliver (1997) as described in the origin narrative -- researchers are advised to consult both sources to confirm the conceptual lineage. Construct reliabilities were .97 (Studies 1 and 2) and .94 (Study 3). AVEs exceeded .50 in all three studies, supporting convergent validity; discriminant validity was also supported (exact statistics not reported). Items use a blank to be filled with a generic descriptor for the specific business (e.g., 'hotel' or 'restaurant'). The combination of an emotional item ('happy'), an overall satisfaction item ('satisfied'), and a decisional confirmation item ('did the right thing') gives the scale a distinctly choice-evaluation character, making it well suited for service or purchase decision contexts.
Allen, A.M., Brady, M.K., Robinson, S.G., & Voorhees, C.M. (2015). One firm's loss is another's gain: Capitalizing on other firms' service failures. Journal of the Academy of Marketing Science, 43(5), 648-662.
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