Customer Transaction Value Scale

What it measures

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.

Representative items

• 412 members of an Australian online panel, automotive retail context (Study 3)

Citation

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.