Customer-Related Responsiveness Scale

What it measures

Four-item newly developed scale measuring the extent to which an organisation responds quickly to customer-related changes. Items capture rapidity of response to important customer events, speed of implementing planned customer activities, agility in adjusting underperforming customer activities, and responsiveness to fundamental customer changes. Parallel form to CORR (1851).

Representative items

• We respond rapidly if something important happens with regard to our customers.
• We quickly implement our planned activities with regard to customers.
• We quickly react to fundamental changes with regard to our customers.

Citation

Homburg, C., Grozdanovic, M., & Klarmann, M. (2007). Responsiveness to customers and competitors: The role of affective and cognitive organizational systems. Journal of Marketing, 71(3), 18–38.