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 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.
The scale is composed of seven-point Likert-type items intended to measure the extent to which a customer who has interacted with a company's employees believes that they treated him/her well. The scale was made to be used in a situation where a customer has complained to a company about a problem.
The scale is composed of unipolar items that are intended to measure the degree to which a person views something as acceptable and reasonable. As used by Haws and Bearden (2006), fairness related to the purchase price of a product. Similarly, Kukar-Kinney, Xia, and Monroe (2007) used the items to measure both price fairness as well as price-matching policy fairness.
Three, five-point Likert-type statements are used to measure the level of satisfaction a consumer expresses towards the purchase of product from a company to which he/she had complained.
The degree to which a customer is satisfied with the manner in which a company has handled his/her complaint is measured using three, five-point Likert-type statements.
The scale has five, five-point Likert-type statements that are intended to measure the degree to which a customer believes that interaction with a company's employees led to them understanding his/her complaint and responding fairly.
The scale is composed of four, five-point Likert-type statements that measure how fair a customer believes a company has been in the compensation provided in response to his/her complaint.
