•I spent less money at this business.
•I stopped doing business with this firm.
•I reduced frequency of interaction with the firm.
•I brought my business to a competitor.
7pt – Strongly (dis)agree
Source: When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. Yany Grégoire, Thomas M. Tripp, Renaud Legoux. Journal of Marketing, Vol 73(November), 2009, 18-32