Three items capture a customer's belief that a particular service provider is the best option specifically because it knows what the customer wants and understands their needs better than competing providers. del Rio Olivares et al. (2018) created the scale for a laboratory experiment with 284 U.S. MTurk participants, drawing on relational benefits concepts from Gwinner, Gremler, and Bitner (1998).
del Rio Olivares, M. J., Wittkowski, K., Aspara, J., Falk, T., & Mattila, P. (2018). Relational price discounts: Consumers' metacognitions and nonlinear effects of initial discounts on customer retention. Journal of Marketing, 82(1), 115–131.
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