Four items assess the extent to which customers perceive a service provider as genuinely investing in their competence development -- sharing useful information, building knowledge, offering effective use guidance, and providing learnable expertise. This developmental capability represents one of six strategic interaction capabilities constituting a service-dominant (S-D) orientation framework. Providers scoring highly on this dimension are perceived not merely as transaction facilitators but as active partners in customers' capability and knowledge growth.
Karpen, I. O., Bove, L. L., Lukas, B. A., & Zyphur, M. J. (2015). Service-dominant orientation: Measurement and impact on performance outcomes. Journal of Retailing, 91(1), 89-108.
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