Four Likert-type items measure the degree to which a customer expects a service provider to extend special favours, search for good deals, provide help when problems arise, and accommodate the customer's preferences. The scale was developed and refined through a rigorous two-country, multi-stage process covering Australia and Thailand across multiple service provider types.
Patterson, P. G., & Smith, T. (2003). A cross-cultural study of switching barriers and propensity to stay with service providers. Journal of Retailing, 79(2), 107–120.
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