Anger at the Service Provider

What it measures

A three-item measure assessing how angry a customer feels toward a service organisation or its employees following a service failure. Items contain a blank to be completed with the name of the relevant service provider or incident, enabling targeted attribution of anger to the specific entity responsible. The scale distinguishes consumer anger as a directed emotional response to a specific organisation rather than as a diffuse negative affective state.

Representative items

• I would feel angry with the [provider].
• I would feel furious about the [provider].

Citation

Gelbrich, Katja (2010). Anger, frustration, and helplessness after service failure: Coping strategies and effective informational support. Journal of the Academy of Marketing Science, 38(5), 567–585.