Anger at Service Provider

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.

Response format

9-point Likert (1=strongly disagree, 9=strongly agree)

Scale items

• I would feel angry about my experience at this __________.
• I would feel very displeased with the service at this __________.
• The more I think about it, the more hostile I would feel towards the __________.
• A word or brief phrase describing the service provider should be placed in the blanks, e.g., restaurant.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Internal consistency (alpha = .87) was reported in the primary study. Formal validity assessment was not reported by the original authors.

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.

Keywords