Customer Rage (Exit Behaviors)

What it measures

A five-item Likert-type scale designed to measure with five, five-point items.

Response format

5-point scale

Scale items

• Never did business with this organization again
• Took my business elsewhere
• Switched to another provider for this good/service
• Pledged to not return to this organization after the incident
• Have used their goods/services less than before
• 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.

Keywords