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The SERPVAL scale: a multi-item scale for measuring service personal values

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  • Joana Cosme Fernandes
  • Luis Filipe Lages

Abstract

Personal values have long been considered an important variable in understanding consumer purchasing behaviors. Although research on values has been performed in a wide range of social disciplines, this variable has never been operationalized in the service management ontext. In this paper we develop a scale that measures the personal values that are associated with buying a service: the Service Personal Values (SERPVAL) scale. Insights from an empirical study of 386 service users indicate that this scale is multi-dimensional. It presents four dimensions of service value to 1) living comfort, 2) peaceful life, 3) social recognition, and 4) social integration. Discussion centers on implications of this scale to theory and to managerial development of services strategies. Directions for future research in services management and personal values are also presented.

Suggested Citation

  • Joana Cosme Fernandes & Luis Filipe Lages, 2002. "The SERPVAL scale: a multi-item scale for measuring service personal values," Nova SBE Working Paper Series wp423, Universidade Nova de Lisboa, Nova School of Business and Economics.
    • Handle: RePEc:unl:unlfep:wp423
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    References listed on IDEAS

    as
    1. Luis Filipe Lages & Sandy D. Jap, 2002. "A contingency approach to marketing mix adaptation and performance in international marketing relationships," Nova SBE Working Paper Series wp411, Universidade Nova de Lisboa, Nova School of Business and Economics.
    2. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    Full references (including those not matched with items on IDEAS)

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