Betrayal

What it measures

A multiple-item Likert-type scale designed to measure how deceived and exploited a customer of a business feels as a result of some event such as a service failure.

Response format

7-point Likert scale

Scale items

• I felt cheated.
• I felt betrayed.
• I felt lied to.
• did not intend / intended to take advantage of me.
• did not try / tried to abuse me.

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

Usage notes & scoring

Internal consistency (alpha = .82) was reported in the primary study. Convergent and discriminant validity evidence was provided by the original authors.

Citation

Bardhi, Fleura, Linda L. Price, and Eric J. Arnould (2005), "Extreme Service Failures," working paper, University of Nebraska.

Keywords