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.
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The scale stem uses two blanks that must be filled with contextually appropriate descriptors for the service provider and its representatives (e.g., 'This car dealership and its sales staff...'). The response scale anchors are not stated in the source paper; a standard Likert-type format (strongly disagree to strongly agree) is assumed based on the scale development context. AVE values of .717 (Study 2) and .744 (Study 3) both exceed the .50 convergent validity threshold. This scale is one of six validated together as part of an S-D orientation battery alongside companion instruments measuring developmental (ID 679), ethical (ID 681), individuated (ID 682), and two further capabilities (relational and concerted interaction) not yet catalogued here.
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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