Service Failure Severity Perception

What it measures

Three seven-point semantic differential items assess the perceived severity of a specific service failure experienced by a customer. Items contrast mild versus severe, major versus minor, and insignificant versus significant descriptions of the service problem. The scale was used as a manipulation check to verify that service failure scenarios differed in severity as intended.

Response format

7-point semantic differential

Scale items

• mild service problem / severe service problem
• major service problem / minor service problem (r)
• insignificant service problem / significant service problem

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

Usage notes & scoring

Used as a manipulation check in a study examining relationship factors and complaint handling. The fact that manipulations produced expected mean differences provides some evidence of predictive validity. The service provider category should be placed in the first blank and the specific failure description in the second blank.

Citation

Hess, R. L., Jr., Ganesan, S., & Klein, N. M. (2003). Service failure and recovery: The impact of relationship factors on customer satisfaction. Journal of the Academy of Marketing Science, 31(2), 127–145.

Keywords