Cooperation (Client with Service Provider)

What it measures

A multiple-item likert scale designed to measure the degree to which a person engages in activities to help another party as it provides him/her a service.

Response format

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

Scale items

• I try to work cooperatively with my __________.
• I do things to make my __________'s job easier.
• I prepare my questions before talking with my __________.
• I openly discuss my needs with my __________ to help him/her __________.
• The generic name of the service provider should be placed in the blanks, e.g., financial adviser, physician. Items #1 - #3 were used in Study 1 while all four were
• The first blank should have the generic name for the service provider while the second blank should be filled with a desirable outcome, e.g., deliver the best

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

Usage notes & scoring

Convergent and discriminant validity evidence was provided by the original authors.

Citation

Auh, Seigyoung, Simon J. Bell, Colin S. McLeod, and Eric Shih (2007), “Co-production and Customer Loyalty in Financial Services,” Journal of Retailing, 83 (3), 359-370.

Keywords