Anger at Service Provider

AASPThe extent to which a customer is mad at a service provider due to an experience that has occurred

4 items 2008 α .87 Free Bonifield, C., & Cole, C. A.

What it measures

A three-item likert scale designed to measure the extent to which a customer is mad at a service provider due to an experience that has occurred.

Citation

Bonifield, Carolyn and Catherine A. Cole (2008), “Better Him than Me: Social Comparison Theory and Service Recovery,” Journal of the Academy of Marketing Science, 36 (4), 565-577.

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