Product Failure Attribution

What it measures

A three-item Likert-type scale designed to measure the degree to which a consumer places the blame for a problem with a good or service on a particular entity (person, manufacturer, service provider).

Response format

7-point scale

Scale items

• To what extent was __________ responsible for the problem that you experienced?
• The problem that I encountered was all __________’s fault.
• To what extent do you blame __________ for this problem?

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

Usage notes & scoring

Convergent and discriminant validity evidence was provided by the original authors.

Citation

Dong, Beibei, Kenneth R. Evans, and Shaoming Zou (2008), “The Effects of Customer Participation in Co-Created Service Recovery, Journal of the Academy of Marketing Science, 36 (1), 123-137.

Keywords