List of survey questions or questionnaire items that could be used to measure perceived betrayal:
- 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
(1 = strongly disagree, 7 = strongly agree)
Reference: Grégoire, Y., Tripp, T. M., & Legoux, R. (2009). When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. Journal of Marketing, 73(6), 18-32.