Assesses the likelihood that a customer will return to, remain loyal to, and avoid switching away from a specific service provider. Items were developed for use across four experimental studies examining the role of relationship ties in post-failure loyalty. The scale is phrased hypothetically (using 'would'), suitable for scenario-based research, but can be re-worded to 'will' for real service relationships. Item 3 is reverse-scored. Consistent reliability across four studies validates its cross-context applicability.
Umashankar, N., Ward, M.K., & Dahl, D.W. (2017). The benefit of becoming friends: Complaining after service failures leads customers with strong ties to increase loyalty. Journal of Marketing, 81(6), 79–98.
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