Calculative Company Commitment (Verhoef)

What it measures

Three items measure a person's continued patronage of a company due to the perceived difficulty, cost, and effort required to switch providers.

Response format

5-point Likert (1=strongly disagree, 5=strongly agree)

Scale items

• Because it is difficult to stop my business at __________, I remain a customer of __________.
• I remain a customer of __________ because it is difficult to take my business to another company.
• I remain a customer of __________ because it costs much time and energy to switch to another company.

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

Usage notes & scoring

Adapted from Geyskens et al. (1996) and Kumar, Hibbard, and Stern (1994). Composite reliability .75. Cronbach's alpha not separately reported. Blanks should be replaced with the company name. Included despite CR = .75 falling below the conventional .80 threshold, on the basis of very high scholarly impact (1,330+ citations) and its foundational role in customer relationship management research.

Recommended companion scales

Citation

Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2002). The effect of relational constructs on customer referrals and number of services purchased from a multiservice provider: Does age of relationship matter? Journal of the Academy of Marketing Science, 30(3), 202–216.

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