Organisational Member Trust Scale

What it measures

Six items measure the degree to which a member of an organisation trusts how that organisation treats its members. The scale covers three facets of trust: competence (the organisation handles inquiries and responds to information requests effectively), benevolence (the organisation cares about members and can be relied on to deliver valued benefits), and problem-solving (the organisation is flexible and responsive in addressing member concerns and complaints). The name of the focal organisation should be placed in the scale stem blank.

Representative items

• 1,298 members of a zoological society in a major US metropolitan city

Citation

Marinova, D., & Singh, J. (2014). Consumer decision to upgrade or downgrade a service membership. Journal of the Academy of Marketing Science, 42(6), 596-618.