Product Failure Severity

What it measures

A three-item semantic scale designed to measure how irritating and troublesome the failure of a particular good or service is perceived to be.

Response format

7-point semantic differential

Scale items

• minor problems / major problems
• small inconveniences / big inconveniences
• minor aggravation / major aggravation
• These name of the good or service should be stated in the blank.

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

Usage notes & scoring

Factor analytic procedures were used to support the scale's structural validity.

Citation

Grégoire, Yany and Robert J. Fisher (2008), “Customer Betrayal and Retaliation: When Your Best Customers Become Your Worst Enemies,” Journal of the Academy of Marketing Science, 36 (2), 247-261.

Keywords