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As a researcher, it's important to use validated scales to ensure reliability and improve interpretation of research results. The Marketing Scales database provides an easy, unified source to find and reference scales, including information on reliability and validity.
Krista Holt
Senior Director, Research & Design, Vital Findings

Retaliation Against Employees

The four statements composing the scale measure the degree to which a customer expresses irritation with employees of a retail establishment for something they have done.  A specific, offending behavior is only referred to in one item and has to do with the belief that the employees were trying to close the facility too early.