A three-item, five-point Likert-type scale measuring a customer's regret for having patronized a particular retailer and their intention to reduce or stop future visits as a result of a bad experience. Ashley and Noble (2014) created the scale for Studies 2, 3, and 4, drawing conceptual inspiration from a similar measure by Gregoire and Fisher (2006). The authors referred to the construct as 'abandonment.' Each item contains blanks that must be completed with the type of activity (e.g., shop, eat, exercise) and type of facility (e.g., store, restaurant, fitness center) relevant to the study context. CFA supported good model fit across all three studies, and discriminant validity was established for all reflective constructs in the measurement models. Average variance extracted values were .69 (Study 2), .54 (Study 3), and .75 (Study 4). Internal consistency was good to excellent: alpha = .87, .78, and .90 in Studies 2, 3, and 4, respectively.
Ashley, C., & Noble, S. M. (2014). It's closing time: Territorial behaviors from customers in response to front line employees. Journal of Retailing, 90(1), 74–92.
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