Five short phrases assess the degree to which a customer perceives a service outlet as easy and convenient to use based on observable physical characteristics -- convenient location, ease of ordering, absence of clutter, minimal waiting time, and high cleanliness. The scale captures perceived servicescape convenience as a form of time and effort economy, treating the physical environment as a facilitator or barrier to efficient service transactions.
Full scale items shown. Always cite the original source when using this scale in research.
Developed by Lund and Marinova (2014) as 'servicescape time/effort cost perceptions,' drawing conceptually on Baker et al.'s (2002) framework without replicating their items directly. The instructions frame evaluation as based on the visual appearance of the store rather than actual experience -- a framing that suits studies involving store images or simulations. If participants have direct experience with the store, 'the appearance of' can likely be omitted without harming psychometric properties. A 'don't know' option was included in the original. 'Extremely clean' appears in both this scale and potentially in the attractiveness scale -- researchers using both scales together should check for item overlap in their context. AVE of .77 and composite reliability of .94 indicate excellent convergent validity.
Lund, D. J., & Marinova, D. (2014). Managing revenue across retail channels: The interplay of service performance and direct marketing. Journal of Marketing, 78(5), 99-118.
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