A four-item, seven-point Likert-type scale measuring the ease and comfort a customer feels when depending on or being emotionally close to a company. Adapted from the Experiences in Close Relationships scale for commercial relationship contexts and developed and validated by Mende and Bolton (2011) across three service settings. Each item includes a blank for the company name. In its natural scoring direction, high scores indicate that the customer finds closeness and dependence on the company comfortable and natural. When all items are reverse-scored, the scale functions as a measure of customer attachment avoidance — the extent to which a customer prefers emotional distance from the company — which is how the scale was operationalised by Mende, Bolton, and Bitner (2013).
Mende, M., Bolton, R.N., & Bitner, M.J. (2013). Decoding customer-firm relationships: How attachment styles help explain customers' preferences for closeness, repurchase intentions, and changes in relationship breadth. Journal of Marketing Research, 50(1), 125-142.
Free access to 2023+ psychometric scales at PsychScales