Service Provider Repurchase Intention Scale

What it measures

Measures a customer's intention to continue doing business with a specific service provider in the future, capturing both a reluctance to switch and a positive disposition toward repeat patronage. The scale reflects the behavioural commitment component of service loyalty, emphasising forward-looking continuance intentions rather than retrospective satisfaction.

Scale items

• As long as the present service continues, I doubt that I would switch __________.
• I intend to continue doing business with this __________ over the next years.
• I don't seriously consider changing __________.
• I will choose this __________ next time I need this service.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Used by Karpen et al. (2015) in Stage 5 of a multi-stage scale development study, in the context of automotive retail (n = 412, Australian online panel). Three of the four items (#1, #2, #4) were borrowed from Ruiz et al. (2008). Alpha = .910; AVE = .788, indicating strong convergent validity. Convergent and discriminant validity were both supported in the structural model. Items use a blank to be filled with a generic descriptor for the entity (e.g., 'car dealership' was used by Karpen et al.). Response anchors were not specified but are assumed to be 7-point Likert-type. While developed for service providers, the item phrasing could be adapted for use with brands or other exchange partners with minimal modification.

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.

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