Four items measure the degree to which a customer believes a particular service-related retail provider offers good value -- not merely economic value relative to price, but broader value encompassing the effort and time invested in the transaction as well as experiential value generated through the relationship. The fourth item introduces an emotional/experiential value dimension ('makes me feel good') alongside the three resource-cost items, reflecting a multi-dimensional conception of customer value.
Full scale items shown. Always cite the original source when using this scale in research.
Developed by Karpen et al. (2015) for automotive retail contexts, drawing primarily on Keh and Sun (2008). The blank in each item should be filled with a generic term for the service-related retail business (e.g., 'car dealership'). Response anchors were not explicitly stated; strongly disagree / strongly agree or equivalent is assumed. AVE of .775 and alpha of .902 indicate excellent convergent validity and internal consistency. This scale was developed alongside the six S-D orientation scales (IDs 679-682) and was used in Stage 5 hypothesis testing; it measures an outcome of S-D orientation rather than a component of it. Researchers examining the S-D orientation nomological network should note this scale's role as a customer-level performance metric.
Karpen, I. O., Bove, L. L., Lukas, B. A., & Zyphur, M. J. (2015). Service-dominant orientation: Measurement and impact on performance outcomes. Journal of Retailing, 91(1), 89-108.
Free access to 2455+ psychometric scales at PsychScales