Performance Outcome Satisfaction

What it measures

Three to four seven-point Likert-type items measure satisfaction with the performance of a product or decision. The scale was originally used to assess attributed satisfaction—how one person believes another is feeling about a purchase outcome—but was adapted for first-person use in a subsequent study. Items cover happiness, satisfaction, disappointment, and pleasure in relation to performance of the focal object.

Response format

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

Scale items

• __________ is happy with __________'s performance.
• __________ is satisfied with __________'s performance.
• __________ is disappointed with __________'s performance. (r)
• __________ is pleased with __________'s performance.

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

Usage notes & scoring

Tsiros and Mittal (2000) used items 1–3 (third-person attribution); Tsiros, Mittal, and Ross (2004) adapted items 1, 2, and 4 to first-person phrasing. Blanks in each item should be filled with the relevant party and focal object. Item 3 is reverse-scored. CFA confirmed two-factor discrimination between satisfaction and regret items.

Citation

Tsiros, M., & Mittal, V. (2000). Regret: A model of its antecedents and consequences in consumer decision making. Journal of Consumer Research, 26(4), 401–417.

Keywords