Costliness of the Company's Crisis

What it measures

This scale measures how much effort, attention, and resources a person believes a company devoted to resolving a crisis or failure. Antonetti and Baghi (2023) used it across three studies examining apology effectiveness after a corporate crisis.

Response format

7-point scale (strongly disagree to strongly agree)

Scale items

• _____ makes significant effort to fix the crisis/failure.
• _____ dedicates close attention to the crisis/failure.
• _____ invests significant energy in helping with the crisis/failure.
• _____ dedicates a lot of resources to the help with the crisis/failure.

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

Usage notes & scoring

Reliability (reported as construct reliability) was strong across all three studies (.92, .82, .82; Antonetti and Baghi 2023, web appendix B), with AVEs ranging from .84 to .90. The authors appear to have created the scale by drawing key words from an emotional-acknowledgment measure from the organizational behavior literature. Although tested with fictitious companies, the item wording appears adaptable to non-profit and government contexts. The blanks should be filled with the name of the focal organization.

Citation

Antonetti, Paolo and Ilaria Baghi (2023), "Projecting Lower Competence to Boost Apology Effectiveness: Underlying Mechanism and Boundary Conditions," Journal of the Academy of Marketing Science, 51 (3), 695-715.

Keywords

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