Relationship Feedback Perception

What it measures

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.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• shows that I care.
• is an investment in the relationship.
• is a display of effort.

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

Usage notes & scoring

Stem: 'My feedback . .' Appears to be original to Umashankar et al. (2017). Authors note the items are adaptable to non-service contexts (e.g., friends, family). Alpha = .94.

Recommended companion scales

Citation

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.

Keywords