A three-item, six-point Likert-type summated ratings scale is used to measure the likelihood that a consumer would express his or her dissatisfaction after a purchase to parties not involved in the exchange, such as friends and relatives, so those parties will not use that service again.
This three-item, six-point Likert-type scale is used to measure the likelihood that a consumer would aim complaints at those marketers (e.g., salespersons, managers) involved in the offending transaction.
