Measures the degree to which a person believes they have been misled, taken advantage of, and let down by another party following a negative relational experience. Captures the emotional and cognitive dimensions of betrayal in an exchange relationship context. Originally developed by Grégoire and Fisher (2008) to study customer betrayal and retaliation; adapted by Harmeling et al. (2015) for use in research on transformational relationship events — encounters that dramatically disconfirm relational expectations.
Grégoire, Y., & Fisher, R.J. (2008). Customer betrayal and retaliation: When your best customers become your worst enemies. Journal of the Academy of Marketing Science, 36(2), 247-261.
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