Customer Help Provision Likelihood

What it measures

Three items measure the likelihood that a customer would agree to assist a business with a task that goes beyond normal customer activity, reflecting communal relationship norms.

Response format

7-point (1=not at all, 7=extremely)

Scale items

• How likely are you to agree to their request to help them?
• How enthusiastic do you feel about helping them?
• Are you likely to support similar programs at the _____ in the future? [item may be truncated]

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

Usage notes & scoring

Appears original to Aggarwal (2004); used in Experiment 2. Alpha .85. Item 3 appears truncated—verify full wording against original article. Blanks should be replaced with the brand or business name.

Recommended companion scales

Citation

Aggarwal, P. (2004). The effects of brand relationship norms on consumer attitudes and behavior. Journal of Consumer Research, 31(1), 87–101.

Keywords