Three five-point Likert-type items measure the degree to which a consumer is satisfied with a company following a complaint episode. Items address the wisdom of the purchase decision, overall satisfaction post-complaint, and cumulative positive experience with the firm.
Homburg, C., & Fürst, A. (2005). How organizational complaint handling drives customer loyalty: An analysis of the mechanistic and the organic approach. Journal of Marketing, 69(3), 95–114.
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