Three items assess the extent to which a company's customer ratings are perceived as typical of, and consistent with common beliefs about, companies in general. Yang and Aggarwal (2019) slightly adapted items from Bettencourt et al. (1997) who had developed them to measure violations of stereotypical expectations. The scale was used in Study 3a with 199 U.S. MTurk participants.
Yang, L. W., & Aggarwal, P. (2019). No small matter: How company size affects consumer expectations and evaluations. Journal of Consumer Research, 45(6), 1369–1384.
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