Composed of four, seven-point Likert-type items, this scale measures a customer's intentional efforts to reduce the level of interaction with a business in several ways.
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.
Four, seven-point Likert-type items are used in this scale to measure a person's motivation to disengage from interacting with a business. The reason for the avoidance is not stated in the scale but will need to be provided somewhere in the instrument to frame the questions for respondents.
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.
The degree to which a customer has expressed dissatisfaction with a company to other people is measured with three, seven-point Likert-type items.
The scale is composed of three, seven-point Likert-type items that measure the degree to which a customer personally has complained to a business about a problem with the purpose of seeking revenge by inconveniencing it and verbally abusing its employees.
