A five-item likert scale designed to measure the degree to which a person believes a service provider is owed patronage because of the special treatment received from the business in the past.
Tokman, M., Davis, L. M., & Lemon, K. N. (2007). The WOW factor: Creating value through win-back offers to reacquire lost customers. Journal of Retailing, 83(1), 47–64.
Free access to 2023+ psychometric scales at PsychScales