Four items with mixed response formats capture the overall satisfaction a customer holds toward a service provider. The scale combines a direct satisfaction statement, a performance-expectation comparison, a comparison with an ideal provider, and an assessment of how well the provider meets current needs. Items were developed and refined through a pretest and main study in long-distance telecommunications and credit card contexts.
Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents and consequences. Journal of the Academy of Marketing Science, 31(2), 109–126.
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