Measures the degree to which a customer's feedback to a service provider is understood as being motivated by genuine concern for the future of the relationship rather than mere complaint behaviour. Used in Study 3 (n = 146 participants at a southeastern US university). Appears to have been created specifically for this study. Stem references 'my feedback.' Applicable beyond service contexts to friendships and other personal relationships.
Umashankar, N., Ward, M.K., & Dahl, D.W. (2017). The benefit of becoming friends: Complaining after service failures leads customers with strong ties to increase loyalty. Journal of Marketing, 81(6), 79–98.
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