Satisfaction (Post-recovery)

What it measures

The scale measures customer satisfaction after a company has attempted to resolve a service failure, capturing whether the redress felt adequate.

Response format

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

Scale items

• very negative / very positive
• frustrated / content
• bad / good
• dissatisfied / satisfied

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

Usage notes & scoring

Source not stated by You et al. (2020), who used the scale across eight separate service-failure-and-redress studies. Reliability was exceptionally high throughout (α = .91–.98). Validity wasn't separately discussed.

Citation

You, Y., Yang, X., Wang, L., & Deng, X. (2020). When and Why Saying ‘Thank You’ Is Better Than Saying ‘Sorry’ in Redressing Service Failures: The Role of Self-Esteem. Journal of Marketing, 84(2), 133–150.

Keywords