•I felt (feel) betrayed by the firm.
•The firm broke (breaks) the promise made to me.
•The firm let me down in a moment of need.
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