To refine the scales, we adapted [17] widely used methodology for instrument development.
This method recognizes that the complexity inherent in many business processes cannot be adequately measured by a single scale.
Multi-item measures can reduce measurement error by providing a more robust construct of complex variables through averaging several individual items.
The challenge is to develop a set of items that capture the essence of the construct with the desired reliability and validity.
[17] recommends an iterative process consisting of several steps.