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The Marketing Scales website is a gold mine of information.  It is the only source that helps me understand the psychometric quality of the instruments used in past research.  I recommend that researchers bookmark this site . . . they will be back!
Bob Moritz
Marshfield Clinic Research Foundation

Attitude Toward the Posted Complaint (Serious)

With three, five-point Likert-type items, the scale measures the degree to which a person interprets a complaint made in a social medium as expressing dissatisfaction because of a problem that has occurred.