Reparation Demand (Third-Party)

What it measures

A three-item scale measuring reparation demand.

Response format

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

Scale items

• to ask about the right approach to deal with __________.
• to solicit its expertise about my issues with __________.
• so it could advise me on the best way to reach a settlement.

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

Usage notes & scoring

Internal consistency (alpha = .89) was reported in the primary study. Convergent and discriminant validity evidence was provided by the original authors.

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