Justice (Interactional)

What it measures

A multiple-item likert scale designed to measure the extent to which a customer who has interacted with a company's employees believes that they treated him/her well.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• gave me detailed explanations and relevant advice.
• treated me with respect.
• treated me with empathy.
• treated me in a polite manner.
• Grégoire and Fisher (2008) used the first three items while Grégoire, Tripp, and Legoux (2009) used all four.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Factor analytic procedures were used to support the scale's structural validity.

Citation

Grégoire, Yany and Robert J. Fisher (2008), “Customer Betrayal and Retaliation: When Your Best Customers Become Your Worst Enemies,” Journal of the Academy of Marketing Science, 36 (2), 247-261.

Keywords