Usage Clarity
UCA consumer’s certainty about how to properly use an object
6 items
2008
α .96
Free
Dong, B. K., & Zou, S.
What it measures
A five-item likert scale designed to measure a consumer’s certainty about how to properly use an object.
Response format
7-point Likert (1=strongly disagree, 7=strongly agree)
Scale items
- I feel certain about how to effectively use the __________.
- I am NOT sure how to use the __________ properly. (r)
- I know what is expected of me if I use the __________.
- The steps in the process of using the __________ are clear to me.
- I believe there are only vague directions regarding how to use the __________.
- The phrasing used by Dong, Evans, and Zou (2008) for this items was "Directions are vague regarding how to use this __________."
Full scale items shown. Always cite the original source when using this scale in research.
Usage notes & scoring
Factor analytic procedures were used to support the scale's structural validity.
Citation
Dong, Beibei, Kenneth R. Evans, and Shaoming Zou (2008), “The Effects of Customer Participation in Co-Created Service Recovery, Journal of the Academy of Marketing Science, 36 (1), 123-137.
Keywords
#customer#service