Loyalty to the Agent

What it measures

Loyalty can attach to a person rather than a company — three items test whether a customer would follow their agent to a new firm.

Response Format

5-point Likert (1=strongly disagree, 5=strongly agree)

Representative items

• If my agent moved to a new _____ firm, I would likely shift to this agent’s new firm.
• I feel greater loyalty toward my agent than to this agent’s firm.
• I would recommend this agent to my friends even if this agent changed _____ firms.

Citation

Kidwell, B., Lopez-Kidwell, V., Blocker, C., & Mas, E.M. (2020). Birds of a Feather Feel Together: Emotional Ability Similarity in Consumer Interactions. Journal of Consumer Research, 47(2), 215–236.

Keywords