This three-item scale measures how much a customer enjoyed and was satisfied with a visit to a particular place. Caruelle, Lervik-Olsen, and Gustafsson (2023) used it in Study 2 and two replication studies on how waiting shorter or longer than expected affects customer satisfaction, with a grocery store as the focal place. The scale was adapted from a measure by Mattila and Wirtz (2001).
100-point scale (1 to 100, higher scores indicating greater satisfaction), with item-specific anchors (very dissatisfied / very satisfied; strongly disagree / strongly agree)
Full scale items shown. Always cite the original source when using this scale in research.
Alpha was .88 in both Study 2 and Replication B (Caruelle, Lervik-Olsen, and Gustafsson 2023, p. 254; Web Appendix D, p. 14); it was not reported for Replication C. Study 1 measured overall satisfaction with a single item rather than this scale. Validity was not discussed. Fill each blank with a word or phrase naming the place visited; the wording should transfer readily to other places such as a theater or museum. See also Breach of Promise (ID 90307), from the same article.
Caruelle, Delphine, Line Lervik-Olsen, and Anders Gustafsson (2023), "The Clock is Ticking — Or Is It? Customer Satisfaction Response to Waiting Shorter vs. Longer Than Expected During a Service Encounter," Journal of Retailing, 99 (2), 247-264.
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