Three seven-point Likert-type items assess the degree to which a customer believes a business has resolved a particular problem satisfactorily. The scale focuses on a specific complaint event rather than overall service satisfaction and has been used across multiple service contexts including banking and home buying.
Maxham, J. G., III, & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: The effect of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239–252.
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