Five seven-point Likert-type items assess a consumer's clarity regarding how to effectively and correctly use a specified product or service. Items tap certainty, knowledge of proper usage, role expectations, clarity of process steps, and absence of vague directions. The scale conceptualises usage clarity as a form of role clarity relevant to co-production contexts, particularly self-service technologies.
Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61–83.
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