Demotion (Customer Status)

DEMThe degree to which a person believes that a company has lowered his/her customer status

4 items 2009 α .92 Free Wagner, T. T., & Rudolph, T.

What it measures

A multiple-item Likert-type scale designed to measure the degree to which a person believes that a company has lowered his/her customer status.

Citation

Wagner, Tillmann, Thorsten Hennig-Thurau, and Thomas Rudolph (2009), “Does Customer Demotion Jeopardize Loyalty?” Journal of Marketing, 73 (3), 69-85.

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