Anticipated Positive Affect from Refund Receipt

What it measures

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.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• I would feel happy to receive the refund.
• I would feel good to receive the refund.
• I would be delighted to receive the refund.

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

Usage notes & scoring

In the original study each item included the phrase 'mentioned in the scenario' at the end of the sentence, anchoring responses to a specific refund described in an experimental vignette. The follow-up study alpha was .97. The very high alphas suggest the items may be near-redundant.

Citation

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.

Keywords