You are here

Scale Reviews

Find reliable measures for use in your questionnaires. Search Now

Testimonial

I have relied on the Marketing Scales Handbooks over several years in academic and industry roles and look forward to using the newest edition. A seven on a seven-point satisfaction scale!
Tom Prinsen, Ph.D.
Global Manager Market Intelligence, Biomet Orthope

anger

The extent to which a customer has reacted to a service failure by not repatronizing the business and/or switching to a competitor is measured with five, five-point items.

The scale uses five, five-point items to measure the likelihood of a customer reacting to a service failure by expressing his/her anger to the service employee(s) in words (what was said and how it was said).

Four items are used in this scale to measure the extent of the negative affective reaction a customer experienced after a service failure.  The emphasis is on the affective aspect of the response (what the person felt) rather than behavioral (what the person wanted to do).

This scale uses three, five-point items to measure the likelihood of a customer reacting to a service failure by using self-control to suppress external expressions of his/her anger.  

A person's tendency to respond angrily and with hostility when provoked is measured in this scale using six, seven-point Likert-type items.

This scale is composed of five, five-point items that are intended to measure the likelihood of a customer reacting to a service failure by expressing his/her anger to the service employee(s) with hostile gestures or threats of violence.

Four, five-point items compose the scale and measure the degree to which a customer has reacted to a service failure by considering retribution and possibly taken action against the business or its employees.

The degree to which a person tends to resolve conflicts with his/her spouse by use of coercive tactics is measured in this scale.

Seven unipolar items with a seven-point response format are used in this scale to measure the level of annoyance and aggravation a person reports with respect to some specified object (e.g., person, ad).

Three items are used in this scale to measure the degree of frustration a person feels with regard to something he/she is thinking about.