Strongly Disagree	Neutral	Strongly Agree
9	In order to receive the service smoothly, I do some necessary things.	1   2   3   4   5   6   7
10	In order to receive the service smoothly, I do what the brand community requires.	1   2   3   4   5   6   7
11	In order to receive the service smoothly, I do what the brand community expects of me.	1   2   3   4   5   6   7
12	I usually cooperate with the brand community workers.	1   2   3   4   5   6   7
13	If the brand’s community staff makes a mistake, I will give feedback.	1   2   3   4   5   6   7
14	I provide constructive suggestions to the brand community to improve its services.	1   2   3   4   5   6   7
15	I recommend the brand community to people interested in the brand.	1   2   3   4   5   6   7
16	I recommend this brand community to my family and friends.	1   2   3   4   5   6   7
17	I promote the positive aspects of the brand community to others.	1   2   3   4   5   6   7
18	I help other customers understand the brand better.	1   2   3   4   5   6   7
19	I help other customer if necessary.	1   2   3   4   5   6   7
20	I explain to other customers which services are provided by the brand community.	1   2   3   4   5   6   7