Normative Company Commitment

What it measures

Four items assess the degree to which a customer believes it would be wrong or disloyal to leave their current service provider, reflecting a sense of moral obligation rather than desire or necessity.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• Even if it were to my advantage, I do not feel it would be right to leave my __________.
• My __________ deserves my loyalty.
• I would feel guilty if I left my __________ now.
• I would not leave my __________ right now because I have a sense of obligation to it.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Adaptation of Meyer and Allen's (1997) workplace normative commitment scale for service provider contexts. Alpha .85. Blanks should be replaced with the service provider name.

Recommended companion scales

Citation

Bansal, H. S., Irving, P. G., & Taylor, S. F. (2004). A three-component model of customer commitment to service providers. Journal of the Academy of Marketing Science, 32(3), 234–250.

Keywords