Toward a measure of service convenience: multiple‐item scale development and empirical test

Toward a measure of service convenience: multiple‐item scale development and empirical test Purpose – The purpose of this paper is to report on the development and nomological testing of a 17‐item scale measuring the five dimensions of service convenience (decision, access, transaction, benefit, and post‐benefit) as proposed by Berry, Seiders, and Grewal. Design/methodology/approach – A cross‐sectional survey methodology was used to collect the data. Findings – Reliability and validity assessments provided evidence of the scale's psychometric validity. Service convenience was found to be a significant predictor of overall satisfaction in the context of personal cellular telephone and internet usage. Research limitations/implications – This study uses a student sample which may limit its generalizability to other respondents. Also, the cross‐sectional survey methodology does not allow for the investigation of causation. Future research should investigate other contexts outside of the cellular and internet services examined in this study and across a broader sample. Furthermore, the ability to retrospectively rate service convenience, the trade‐off between price and convenience, and the continuum of convenience need to be investigated further. Originality/value – This study provides psychometrically valid scales to measure service convenience as conceptualized by Berry et al. . http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Toward a measure of service convenience: multiple‐item scale development and empirical test

Loading next page...
 
/lp/emerald-publishing/toward-a-measure-of-service-convenience-multiple-item-scale-laSga0rOdx
Publisher
Emerald Publishing
Copyright
Copyright © 2008 Emerald Group Publishing Limited. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040810862895
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to report on the development and nomological testing of a 17‐item scale measuring the five dimensions of service convenience (decision, access, transaction, benefit, and post‐benefit) as proposed by Berry, Seiders, and Grewal. Design/methodology/approach – A cross‐sectional survey methodology was used to collect the data. Findings – Reliability and validity assessments provided evidence of the scale's psychometric validity. Service convenience was found to be a significant predictor of overall satisfaction in the context of personal cellular telephone and internet usage. Research limitations/implications – This study uses a student sample which may limit its generalizability to other respondents. Also, the cross‐sectional survey methodology does not allow for the investigation of causation. Future research should investigate other contexts outside of the cellular and internet services examined in this study and across a broader sample. Furthermore, the ability to retrospectively rate service convenience, the trade‐off between price and convenience, and the continuum of convenience need to be investigated further. Originality/value – This study provides psychometrically valid scales to measure service convenience as conceptualized by Berry et al. .

Journal

Journal of Services MarketingEmerald Publishing

Published: Apr 25, 2008

Keywords: Consumers; Telecommunications; Internet

References

  • Technology infusion in service encounters
    Bitner, M.J.; Brown, S.; Meuter, M.
  • Understanding consumer motivation and behavior related to self‐scanning in retailing: implications for strategy and research on technology‐based self‐service
    Dabholkar, P.A.; Bobbitt, L.M.; Lee, E‐J.
  • Cost‐ versus convenience‐oriented consumers: demographic, lifestyle, and value perspectives
    Morganosky, M.

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off