A multiple-item Likert-type scale designed to measure the negative affective reaction a customer experienced after a service failure with an emphasis on the behavioral aspect of the feeling, i.
McColl-Kennedy, Janet R. , Paul G. Patterson, Amy K. Smith, and Michael K. Brady (2009), "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing, 85 (2), 222-37.
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