The likelihood of a customer venting his/her anger after a service failure on other people not associated with the incident is measured with three, five-point items.
The likelihood of a customer reacting to a service failure by using facial expressions to convey his/her anger to the service employee(s) is measured with four, five-point items.
The extent to which a customer has reacted to a service failure by not repatronizing the business and/or switching to a competitor is measured with five, five-point items.
The scale uses five, five-point items to measure the likelihood of a customer reacting to a service failure by expressing his/her anger to the service employee(s) in words (what was said and how it was said).
Four items are used in this scale to measure the extent of the negative affective reaction a customer experienced after a service failure. The emphasis is on the affective aspect of the response (what the person felt) rather than behavioral (what the person wanted to do).
This scale uses three, five-point items to measure the likelihood of a customer reacting to a service failure by using self-control to suppress external expressions of his/her anger.
This scale is composed of five, five-point items that are intended to measure the likelihood of a customer reacting to a service failure by expressing his/her anger to the service employee(s) with hostile gestures or threats of violence.
Four, five-point items compose the scale and measure the degree to which a customer has reacted to a service failure by considering retribution and possibly taken action against the business or its employees.
With five, seven-point Likert-type items, this scale measures a person's motivation to engage in activities that are expected to hurt the business which the respondent believes is responsible for some sort of damage.
A three-item, six-point, Likert-like scale is used to measure the likelihood that a consumer would complain to an offending marketer if it was expected that the latter would respond in a positive way. The construct measured by the scale is referred to as value (voice) in Singh (1990a) and worthiness of complaint in Singh (1990b). Three slightly different versions of the scale were used depending on the service category being studied.
