Service-Dominant Empowered Capability Scale

What it measures

Four items assess the degree to which customers feel genuinely empowered by a service provider -- invited to contribute ideas, encouraged to shape the service they receive, given control over their experiences, and able to interact in their preferred way. This empowered capability represents one of six strategic interaction capabilities constituting a service-dominant (S-D) orientation framework. Providers high on this dimension treat customers as active co-shapers of value rather than passive recipients of predetermined service delivery.

Representative items

• Study 2: n = 301; Study 3: n = 412 -- automotive retail contexts

Citation

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.