Behavioral Intentions Battery — Internal Response
Behavioral Intentions Battery — Internal Response — Measures the intention to complain directly to service firm employees when experiencing a service problem.
What it measures
Measures the intention to complain directly to service firm employees when experiencing a service problem.
Scale items
The item wording is under the publisher's copyright, so we do not reproduce it here. You can find the full items in the original article (see the DOI below). In Explonia, signed-in users get this scale complete in the built-in library and can add it to their own study — no need to find the items yourself. For use in your own research; please cite the original source.
Source and citation
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing. https://doi.org/10.1177/002224299606000203
Reference table
| Property | Detail |
|---|---|
| Construct | Behavioral Intentions Battery — Internal Response |
| Number of items | 1 |
| Response format | Likert-like |
| Journal | Journal of Marketing (1996) |
| DOI | 10.1177/002224299606000203 |
How to cite this page
If this page helped your research, you can cite it (APA 7):
Szymkowiak, A. (2026). Behavioral Intentions Battery — Internal Response — validated scale (1996). Explonia. https://explonia.com/scales/behavioral-intentions-battery-internal-response/
Last updated: July 2026
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