The degree to which a customer reports being treated improperly by a business is measured in this scale using four, seven-point Likert-type items.
With five, seven-point Likert-type items, this scale measures a person's motivation to engage in activities that are expected to hurt the business which the respondent believes is responsible for some sort of damage.
These ten, five-point Likert-type items are intended to measure the degree of value a consumer places on the offer extended to him/her by a former service provider in an effort to reacquire his/her business after having defected. The scale was called win-back offer worth (WOW) by Tokman, Davis, and Lemon (2007).
Five, five-point Likert-type items measure the degree to which a person believes that a business has professional standards that guide its activities and which the person likes.
The scale is composed of four, seven-point Likert-type items intended to measure the extent to which a customer (the first party) who was dissatisfied with a company (the second party) expressed his/her dissatisfaction to an organization (a third party) with the hope that the information would be disseminated to relevant publics (the fourth party).
The scale is composed of three, seven-point Likert-type items that measure the degree to which a customer personally has complained to a business about a problem with the purpose of seeking revenge by inconveniencing it and verbally abusing its employees.
Three, seven-point Likert-type items are used to measure the extent that a customer expressed dissatisfaction to a third-party about a problem with a business and sought the party's advice about seeking redress.
The scale is composed of three, seven-point Likert-type items that measure the degree to which a customer personally complained to a business with the purpose of getting a satisfactory solution to a problem.
The scale is composed of three statements that measure a customer's opinion regarding the reason why a retailer offers a low-price guarantee. In particular, the scale measures the degree to which a consumer believes the low-price guarantee is offered in order serve its own financial interests rather than to be customer-oriented.
Three statements with bi-polar adjective responses are used in this scale to measure a consumer's attitude regarding a marketer's motive for changing prices, i.e., was it a good/bad motive?
