Customer Rage (Revenge Behaviors)
CRCustomer Rage (Revenge Behaviors)
5 items
2009
α .89
Free
Brady, M. K.
What it measures
A four-item scale measuring customer rage.
Response format
5-point scale
Scale items
- Took actions to get revenge on the organization or its employee(s)
- Considered ways to seek revenge against the organization or its employee(s)
- Took actions to attempt to sabotage the organization or its employee(s)
- Thought about ways to sabotage the organization or its employee(s)
- The instructions and verbal anchors used with the response scale were not provided by McColl- Kennedy et al. (2009).
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
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.