Three, seven-point Likert-type items are used to measure the extent that a customer expressed dissatisfaction to a third-party about a problem with a business and sought the party's advice about seeking redress.
The scale is composed of three, seven-point Likert-type items that measure the degree to which a customer personally complained to a business with the purpose of getting a satisfactory solution to a problem.
How irritating and troublesome the failure of a particular good or service is perceived to be is measured with three, seven-point semantic-differentials.
Three items are used in this scale to measure the degree of frustration a person feels with regard to something he/she is thinking about.
This scale uses five items to measure how deceived and exploited a customer of a business feels as a result of some event such as a service failure.
The scale is composed of three, seven-point semantic-differentials that measure the extent to which a customer believes that a certain party is responsible for a particular service failure.
The scale has three Likert-type statements that measure a consumer's attitude regarding the ease with which issues that arise after buying products from a particular store can be easily resolved. Seiders et al. (2005) referred to the scale as postbenefit convenience.
The scale has three, seven-point statements and measures the degree to which a customer expects a business to solve a certain problem the customer has experienced.
The scale has three, seven-point semantic differentials that measure the degree to which a certain problem that could be experienced at a business is viewed by a consumer as being very important rather than trivial.
The scale has three Likert-type statements that measure the level of satisfaction a customer received from shopping at a particular store. The emphasis of the measure is on the ease of returning products and/or exchanging them.
