Four items capture the extent to which a person perceives an exchange partner's behaviour in a particular event as surprising, unexpected, and outside what the relationship would normally predict. The items reflect violations of relational expectations -- the implicit scripts and norms that develop between exchange partners over time -- rather than product or service disconfirmations. The scale was developed to identify and study transformational relationship events: moments that dramatically reshape a relationship's trajectory.
Harmeling, C. M., Palmatier, R. W., Houston, M. B., Arnold, M. J., & Samaha, S. A. (2015). Transformational relationship events. Journal of Marketing, 79(5), 39-62.
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