A three-item semantic differential scale measuring a consumer's perception of the severity of a service delay — specifically whether the wait is seen as long, unacceptable, and unreasonable. Items span the short/long, acceptable/not acceptable, and reasonable/not reasonable dimensions of delay perception, providing a brief and face-valid measure of how negatively a delay is evaluated. Applicable to service failure, service recovery, and waiting time research.
You, Yanfen, Xiaojing Yang, Lili Wang, and Xiaoyan Deng (2020). When and why saying 'thank you' is better than saying 'sorry' in redressing service failures: The role of self-esteem. Journal of Marketing, 84(2), 133–150.
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