An eight-item state measure designed to assess the intensity of negative emotional experience at a specific point in time. Items tap a range of negative affective states including anger, fear, distress, and disgust, making the scale sensitive to both high-arousal and low-arousal negative emotions. Originally drawn from the PANAS tradition and adapted for use across multiple time points within a single experimental session, the scale is well-suited to designs examining emotional trajectories during service encounters.
7-point Likert
Full scale items shown. Always cite the original source when using this scale in research.
Multiple alpha values reflect administration at different time points within the same experiment: α = .93 (pre-service failure), α = .82 (post-failure), and α = .97 (post-recovery) — Du, Fan & Feng (2011). The higher alpha post-recovery likely reflects greater homogeneity in emotional states after the recovery episode. VALIDITY: CFA confirmed appropriate item loadings across all scales in the study, with evidence of convergent validity. Adapted conceptually from the PANAS instrument (Watson, Clark & Tellegen 1988) but items differ; this is not a direct subset of PANAS. Note: item wording was adjusted from the Chinese-language original to reflect natural English phrasing — researchers using the English version should treat items as approximations pending retesting.
Du, Jiangang, Xiucheng Fan, and Tianjun Feng (2011). Multiple emotional contagions in service encounters. Journal of the Academy of Marketing Science, 39(3), 449–466.
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