Scales
Customer Rage (Verbal Expressions) (CR)
A comprehensive psychometric review of the Customer Rage (Verbal Expressions) (CR) scale, a five-item measure...
# Service Failure
22 results
Scales
Customer Rage (Revenge Behaviors) (CR)
A comprehensive academic guide to the Customer Rage (Revenge Behaviors) Scale (McColl-Kennedy et al., 2009),...
Scales
Customer Rage (Retaliatory) (CR)
Comprehensive academic overview of the Customer Rage (Retaliatory) (CR) scale developed by McColl-Kennedy et al....
Scales
Customer Rage (Rancorous) (CR)
The Customer Rage (Rancorous) (CR) Scale, developed by McColl-Kennedy, Patterson, Smith, and Brady (2009), is...
Scales
Customer Rage (Exit Behaviors) (CR)
A comprehensive psychometric analysis of the Customer Rage (Exit Behaviors) (CR) scale developed by McColl-Kennedy...
Scales
Controllability (CON)
A comprehensive psychometric review of the Controllability (CON) scale by Ronald L. Hess Jr., Shankar...
Scales
Commonality of Employee Response (COER)
The Commonality of Employee Response (COER) scale is a 4-item psychometric instrument developed by Hess,...
Scales
Betrayal
The Betrayal (BET) scale is a validated three-item psychometric measure developed by Yany Grégoire and...
Scales
Betrayal (BET)
A comprehensive academic guide to the Betrayal (BET) scale by Bardhi, Price, and Arnould (2005),...
Scales
Attribution of Blame (AOB)
The Attribution of Blame (AOB) scale is a 3-item semantic differential instrument developed by Yany...
Scales
Attitude Toward the Service Provider (Social Failure) (ATTS)
Comprehensive academic psychometric review of the Attitude Toward the Service Provider (Social Failure) (ATTS) scale...
Scales
Anger at Service Provider (AASP)
The Anger at Service Provider (AASP) scale is a 3-item psychometric instrument developed by Bonifield...