Breach of Promise

What it measures

This scale assesses how much a person believes an organization has failed to live up to a commitment it made in an exchange relationship. Caruelle, Lervik-Olsen, and Gustafsson (2023) used it in a study of customer reactions to waiting times during a service encounter.

Scale items

• The _____ broke its promise.
• The _____ failed to meet its commitment.
• The _____ did an excellent job of fulfilling its promise. (reverse-scored)

Citation

Caruelle, Delphine, Line Lervik-Olsen, and Anders Gustafsson (2023), "The Clock is Ticking — Or Is It? Customer Satisfaction Response to Waiting Shorter vs. Longer Than Expected During a Service Encounter," Journal of Retailing, 99 (2), 247-264.