Three items capture a consumer's expectation that receiving a particular refund would produce positive emotional states including happiness and delight. Dutta et al. (2019) labelled this construct 'delight' and employed the scale in Study 2 and a follow-up study using adult participants recruited via Amazon MTurk. The scale appears to have been created by the authors.
Dutta, S., Guha, A., Biswas, A., & Grewal, D. (2019). Can attempts to delight customers with surprise gains boomerang? A test using low-price guarantees. Journal of the Academy of Marketing Science, 47(3), 417–437.
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