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.
The scale uses five, seven-point Likert-type items to measure a customer's belief that it is easy to do business with a company because of the helpfulness of its employees.
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).
Four, seven-point Likert-type items are used to measure the degree to which a customer believes his/her relationship with a company is based on the personal service that comes from being treated as an individual.
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.
To measure a customer's level of attachment to a business, this scale uses five, seven-point Likert-type items. The scale is similar in nature to several measures of commitment in the database. This one was called customer-company identification by Homburg, Wieseke, and Hoyer (2009).
