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Marshfield Clinic Research Foundation

complaining

With four, seven-point items, the scale measures a person’s stated likelihood of challenging an action taken by an organization that he/she disputes and even escalating the issue if necessary.

Using three, seven-point items, the scale measures the degree to which a person is inclined to complain about a specified entity to other people.  As currently phrased, the scale makes the most sense for use with a hypothetical scenario rather than as feedback about an actual event that has already occurred.

The extent to which a customer complained to friends, family, and others about a particular shopping experience is measured with three, five-point Likert-type items.

The subjective probability that a person will tell others about something is measured with three, seven-point semantic differentials.  The measure is “general” both in terms of what is being talked about as well as the favorability of the responder’s opinion (positive vs. negative).

A person’s intentions to not only complain directly to the company but also to news media and multiple levels of government is measured with five, seven-point Likert-type items.

Three, five-point Likert-type items are used to measure a person’s interpretation of a complaint made in a social medium as being more amusing than it was expressing a serious concern.

With three, five-point Likert-type items, the scale measures the degree to which a person interprets a complaint made in a social medium as expressing dissatisfaction because of a problem that has occurred.

A customer's likelihood of expressing criticism of a store and urging others not to shop there is measured with three items.

The scale has three, seven-point items that measure a person's expressed likelihood of advising friends, family, and others not to buy a particular brand.

Using three, seven-point Likert-type items, the scale assesses the extent to which a person believes that the procedures used by a company to arrive at a decision regarding his/her concerns about a problem were fair.