A three-item likert scale designed to measure the degree to which a customer personally complained to a business with the purpose of getting a satisfactory solution to a problem.
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.
Free access to 2023+ psychometric scales at PsychScales