Relationship Variables Scale 关系变量量表（Paulssen，2009）

简介

依恋理论已经被证明在解释个人关系行为的个体差异方面具有较为理想效果，Paulssen（2009）研究了依恋理论是否可以有效地扩展到企业对企业的关系中。研究了使用商业车辆的公司与（1）其车辆制造商和（2）其车辆经销商之间的企业间业务关系，三个主要关系变量被测量：满意度、信任和回购意向。对于经销商关系，对销售满意度和维修满意度进行了区分。

信度与效度

Paulssen（2009）研究了使用商业车辆的公司与（1）其车辆制造商和（2）其车辆经销商之间的企业间业务关系。由一家市场调查公司对一家商用车辆制造商的消费者进行电话访谈，确定调查对象。共有575名被试完成了关于企业依恋的问卷，有效答复率为38%。

结果显示，制造商关系变量量表三个分量表回购意向、满意度和信任的构念效度分别为0.91、0.89和0.89，验证性因素分析表明，制造商关系变量量表的各项指标具有较为理想的结果：X2(155)=155.89, p=0.46；CFI=0.99；RMSEA=0.01。经销商关系变量量表四个分量表回购意向、销售满意度、维修满意度和信任的构念效度分别为0.91、0.92、0.93和0.87，验证性因素分析表明，经销商关系变量量表的各项指标具有较为理想的结果：X2(188)=224.93, p=0.03；CFI=0.97；RMSEA=0.040。

量表

请您根据自己的实际感受和体会，对下面9项描述进行评价和判断，并在最符合的数字上划○。评价和判断的标准如下：
a Items measured on 5-point scales, anchored by “very likely” and “very unlikely.”
b Items measured on 5-point scales, anchored by “definitively not” and “yes definitely.”
c Items measured on 6-point scales, anchored by “totally unsatisfied” and “totally satisfied.”

Repurchase intent（a）
1.At the next purchase of a fleet vehicle I will purchase a vehicle from X.
2.If I have to replace one of my fleet vehicles, I would again choose a vehicle from X.
3.I will remain loyal to manufacturer X and its vehicles in the future.

Satisfaction with vehicle（b）
4.I think that with a vehicle from X I/my company has made the absolutely right choice.
5.My expectations regarding the vehicles from X were completely fulfilled.

Trust（b）
6.I am convinced that X will treat me fairly in the futur.
7.I am convinced that in the future X will be in every respect a reliable business partner.
8.I believe that X will develop an effective and efficient business relationship with me in the future.
9.I can completely rely on X.

请您根据自己的实际感受和体会，对下面11项描述进行评价和判断，并在最符合的数字上划○。评价和判断的标准如下：
a Items measured on 5-point scales, anchored by “very likely” and “very unlikely.”
b Items measured on 5-point scales, anchored by “definitively not” and “yes definitely.”
c Items measured on 6-point scales, anchored by “totally unsatisfied” and “totally satisfied.”

Repurchase intent（a）
1.If my next fleet vehicle is from manufacturer X, I will again purchase it at my current dealership.
2.I will remain loyal to my dealership in the future.

Trust（b）
3.The dealer will do everything to satisfy me as a customer.
4.My dealer will always treat me fairly.

Satisfaction with sales experience（c）
5.How satisfied have you been with the advice of your dealer?
6.How satisfied have you been with the professional competence of your dealer?
7.How satisfied have you been with the friendliness and helpfulness of your dealer?

Satisfaction with repair experience（c）
8.How satisfied have you been with the quality of the garage work?
9.How satisfied have you been with the explanations about emerging defects and necessary repairs from the garage personnel?
10.How satisfied have you been with the handling of repairs through the garage or, respectively, the dealer?
11.How satisfied have you been with the professional competence of the garage personnel?

计分方法

制造商关系变量量表包括回购意向、满意度和信任三个分量表，共9道题，可以计算各个量表所包含题目的总分和平均分。 回购意向量表：共3道题，包括1-3题。 满意度量表：共2道题，包括4-5题。 信任量表：共4道题，包括6-9题。

制造商关系变量量表包括回购意向、销售满意度、维修满意度和信任四个分量表，共11道题，可以计算各个量表所包含题目的总分和平均分。 回购意向量表：共2道题，包括1-2题。 信任量表：共2道题，包括3-4题。 销售满意度量表：共3道题，包括5-7题。 维修满意度量表：共4道题，包括8-11题。

量表出处

Paulssen, M. (2009). Attachment orientations in business-to-business relationships. Psychology & Marketing, 26(6), 507-533.

友情提醒

为方便学术研究，根据公开发表的学术成果整理而成，供学者在学术研究中使用， 商业使用请与原作者联系。为了尊重作者的劳动成果， 请根据量表出处规范引用，谢谢！