Four items capture the extent to which a customer holds the service provider fully and solely responsible for a service failure that occurred. All four items converge on a single attribution judgment: that the provider caused the problem, is responsible for it, and cannot deflect blame onto external factors. The scale is designed for use in service failure and recovery research where the locus of attribution -- internal (provider) versus external (customer, environment, or circumstance) -- is a key theoretical variable.
Heidenreich, S., Wittkowski, K., Handrich, M., & Falk, T. (2015). The dark side of customer co-creation: Exploring the consequences of failed co-created services. Journal of the Academy of Marketing Science, 43(3), 279-296.
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