Three five-point Likert-type items measure the degree to which a consumer has invested effort into personalising or configuring a service to meet their needs. Items address whether the service is personalised, whether the consumer has set up the service to their preferences, and the effort put into adapting it. The scale was conceptualised as an antecedent to switching costs in telecommunications and credit card contexts.
Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents and consequences. Journal of the Academy of Marketing Science, 31(2), 109–126.
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