Operational measurement scales
| Construct | Item name | Scale item | Adapted from |
|---|---|---|---|
| Definition of responsibilities | DR1 | The responsibilities for service personnel have been clearly defined in the contract | Datta and Roy (2013), Gruneberg et al. (2007) |
| DR2 | Our contract clearly defines our responsibilities as the customer | ||
| Performance criteria | PC1 | Our contract clearly defines the scope of work, contract terms, deliverables, and deadlines for the supplier | Datta and Roy (2011), Robinson and Scott (2009) |
| PC2 | We have explicitly described service performance indicators | ||
| Incentives | IN1 | Our contract includes a compensation clause in case of a breach of contract | Datta and Roy (2013), Robinson and Scott (2009) |
| IN2 | The contract describes how we share risks | ||
| Follow-up management | FM1 | We have frequent review meetings with the supplier (information exchange, performance review, etc.) | Poppo and Zenger (2002), Selviaridis and Spring (2010) |
| FM2 | We revisited the service specifications in the contract period | ||
| FM3 | The contract has been revised over time | ||
| Perceived supplier performance | PSP1 | The service provided by the supplier meets our expectations | Homburg and Garbe (1999), Roberts et al. (2003) |
| PSP2 | The time of service delivery meets our expectations | ||
| PSP3 | Compared with alternative suppliers, we are confident that this supplier will better help us achieve our goal | ||
| PSP4 | We are willing to recommend the supplier without any reservation | ||
| Service complexity | The characteristics of the purchased service against the following continuums: | Silvestro et al. (1992), Stouthuysen et al. (2012) | |
| SC1 | Peripheral (1)–important (5) | ||
| SC2 | Concerns a local unit (1)–concerns the whole company (5) | ||
| SC3 | Standardized (1)–customized (5) | ||
| SC4 | Generic (1)–unique to our business (5) | ||
| SC5 | Non-creative (1)–creative (5) | ||
| Perceived economic value (control variable) | PEV1 | Service from the supplier is very economical | Barry and Terry (2008), Barry and Doney (2011) |
| PEV2 | Service from this supplier is very good value for the money | ||
| Switching costs (control variable) | SC1 | Changing the current supplier would significantly increase our risks | Barry and Terry (2008), Morgan and Hunt (1994) |
| SC2 | Switching to another supplier now would make our products less attractive | ||
| SC3 | Changing the supplier would be expensive for us | ||
| Relationship bonds (control variable) | RB1 | We have a personal relationship with the supplier | Arnott et al. (2007), Hennig-Thurau et al. (2002) |
| RB2 | Our relationship involves social time together | ||
| RB3 | A strong relationship with this supplier has been developed over the years |
| Construct | Item name | Scale item | Adapted from |
|---|---|---|---|
| Definition of responsibilities | DR1 | The responsibilities for service personnel have been clearly defined in the contract | |
| DR2 | Our contract clearly defines our responsibilities as the customer | ||
| Performance criteria | PC1 | Our contract clearly defines the scope of work, contract terms, deliverables, and deadlines for the supplier | |
| PC2 | We have explicitly described service performance indicators | ||
| Incentives | IN1 | Our contract includes a compensation clause in case of a breach of contract | |
| IN2 | The contract describes how we share risks | ||
| Follow-up management | FM1 | We have frequent review meetings with the supplier (information exchange, performance review, etc.) | |
| FM2 | We revisited the service specifications in the contract period | ||
| FM3 | The contract has been revised over time | ||
| Perceived supplier performance | PSP1 | The service provided by the supplier meets our expectations | |
| PSP2 | The time of service delivery meets our expectations | ||
| PSP3 | Compared with alternative suppliers, we are confident that this supplier will better help us achieve our goal | ||
| PSP4 | We are willing to recommend the supplier without any reservation | ||
| Service complexity | The characteristics of the purchased service against the following continuums: | ||
| SC1 | Peripheral (1)–important (5) | ||
| SC2 | Concerns a local unit (1)–concerns the whole company (5) | ||
| SC3 | Standardized (1)–customized (5) | ||
| SC4 | Generic (1)–unique to our business (5) | ||
| SC5 | Non-creative (1)–creative (5) | ||
| Perceived economic value (control variable) | PEV1 | Service from the supplier is very economical | |
| PEV2 | Service from this supplier is very good value for the money | ||
| Switching costs (control variable) | SC1 | Changing the current supplier would significantly increase our risks | |
| SC2 | Switching to another supplier now would make our products less attractive | ||
| SC3 | Changing the supplier would be expensive for us | ||
| Relationship bonds (control variable) | RB1 | We have a personal relationship with the supplier | |
| RB2 | Our relationship involves social time together | ||
| RB3 | A strong relationship with this supplier has been developed over the years |
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