Business Choice Satisfaction Scale

What it measures

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.

Representative items

• I am satisfied with this _____.
• I think that I did the right thing when I selected this _____.

Citation

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.