Physical Service Environment Quality Scale

What it measures

Measures how much a person believes that the physical facilities of a specific location-based service provider are of high quality and easy to use. The scale captures consumer perceptions of the functional and qualitative standards of the physical infrastructure at a service location, such as a restaurant, retail store, or other service environment.

Scale items

• This place's facilities are high quality.
• This location's facilities are easy to use.
• The facilities at this location are among the best of its type.
• This facility is exactly what I need for this service.

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

Usage notes & scoring

Created by Brocato, Baker & Voorhees (2015), who referred to it as the physical environment quality scale. Draws conceptual inspiration from service quality measures used by Brady & Cronin (2001). Used in Study 2 (n = 907 community respondents) in the context of restaurant evaluation. Items are generic enough for use across a wide range of retail and non-retail service settings. Attenuated reliability = .89. CFA confirmed good model fit; convergent and discriminant validity supported; AVE = .66. Shares the same source paper as the Place Attachment - Physical (ID 637), Place Attachment - Social (ID 638), Place Distinction (ID 639), Place Nostalgia (ID 640), and Prosocial Consumption companion scales from the same study.

Recommended companion scales

Citation

Brocato, E.D., Baker, J., & Voorhees, C.M. (2015). Creating consumer attachment to retail service firms through sense of place. Journal of the Academy of Marketing Science, 43(2), 200-220.

Keywords