Controllability

What it measures

A three-item scale measuring controllability.

Response format

7-point semantic differential

Scale items

• not at all controllable / definitely controllable
• not at all preventable / definitely preventable
• not at all avoidable / definitely avoidable
• To focus attention on a particular person or organization, it should be mentioned in the directions, the scale stem, or the items themselves, e.g., definitely

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

Usage notes & scoring

Convergent and discriminant validity evidence was provided by the original authors.

Citation

Hess Jr., Ronald L., Shankar Ganesan, and Noreen M. Klein (2007), “Interactional Service Failures in a Pseudorelationship: The Role of Organizational Attributions,” Journal of Retailing, 83 (1), 79-95.

Keywords