Servicescape Ordering Ease Scale

What it measures

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.

Representative items

• 290 customers from 5 stores in a pizza restaurant chain (midwestern US)

Citation

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.