Four, seven-point Likert-type items are used to measure the degree to which a customer believes his/her relationship with a company is based on the personal service that comes from being treated as an individual.
Three, seven-point Likert-type items are used to measure the degree to which a customer believes that the seller is devoting substantial time and energy to building their business relationship.
This scale uses three, seven-point Likert-type items to measure a customer's motivation to maintain a business relationship with a particular seller.
Four, five-point Likert-type items are used to measure the degree of importance that various information sources, mainly in-store influences, have to a person when shopping for a certain product.
This four-item, seven-point, Likert-type scale is used to measure the degree to which a consumer expresses enjoyment of shopping-related activities. The stated focus in each item is on shopping as part of prepurchase search activity rather than shopping as part of on-going search activity.
A three-item, five-point Likert-type scale is used to measure the degree to which a consumer prefers a personalized shopping experience rather than self-service stores where there is little personal interaction between salespeople and cus tomers. The scale was referred to by Forman and Sriram (1991) as attitude toward perceived depersonalization (APD).
The scale is composed of five Likert-type statements that are used to measure one's tendency to "speak up" when dealing with marketers (e.g., salespersons) by expressing concerns and desires. Bearden, Hardesty, and Rose (2001) referred to this scale as the marketplace interfaces dimension of consumer self-confidence.
The scale has five, five-point Likert-type statements that measure a consumer's attitude about retailers and their salespeople in general. A seven-item version of the scale with similar psychometric properties is also discussed.
The scale has five, seven-point Likert-type statements which measure a customer's evaluation of the degree to which a specific service representative has gone out of his/her way, beyond what was expected to resolve a problem in the service recovery process.
The scale is composed of four, seven-point statements that are used to assess the degree to which a person reports having complained to a provider regarding some recent problem with the quality (or lack thereof) of service received. Whereas most scales have measured the likelihood of complaining in the future, this scale measures the degree to which it occurred in a past situation.
