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.
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.
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