Company Cost-Cutting Effects on Customers

Name: Company Cost-Cutting Effects on Customers
Creator: Castelo, N., Boegershausen, J., Hildebrand, C., & Henkel, A. P.
Published: 2023
License: https://psychometricscales.com/methodology.html

Belief That a Company Prioritizes Profit Over Customer Interests

3 items 2023 α 0.85 to 0.91 across four studies Free Castelo, N., Boegershausen, J., Hildebrand, C., & Henkel, A. P.

What it measures

This scale measures how much a consumer believes a company is reducing costs or service quality to boost its own profits at customers' expense. Castelo, Boegershausen, Hildebrand, and Henkel (2023) used it across four studies on consumer reactions to service bots.

Scale items

This company is cutting costs at the customers' expense.
This company is trying to increase its profits by reducing service quality.
This company is prioritizing its own financial interests over the best interests of its customers.

Citation

Castelo, Noah, Johannes Boegershausen, Christian Hildebrand, and Alexander P. Henkel (2023), "Understanding and Improving Consumer Reactions to Service Bots," Journal of Consumer Research, 50 (4), 848-863.

View & search this scale interactively →

Free access to 2372+ psychometric scales at PsychScales