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.
7-point scale (strongly disagree to strongly agree)
Full scale items shown. Always cite the original source when using this scale in research.
Reliability was strong (α = .89; Caruelle, Lervik-Olsen, and Gustafsson 2023, p. 256). The item set draws selectively on wording from an organizational-behavior breach measure that was itself an adaptation of an earlier employment-relationship scale, with roughly half the original items carried forward and reworded for a customer-firm context. The blank should be filled with a name or brief description of the entity that failed to keep its promise (e.g., a store, organization, or political party).
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.
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