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control

The four, five-point Likert-type items measure the degree that a person indicates having influence over the outcome of a complaint compared to the other party (service provider) in a transaction. The context in which the respondents were given this scale was after being told to remember a recent service experience that led to their lodging a complaint.

Six, five-point Likert-type items are used to measure the degree to which a person uses the web because it provides an experience that is both exciting and manageable.

Three, seven-point Likert-type statements are used to measure the extent to which a consumer is unwilling to let his/her electrical supplier control the amount of the power that his/her household receives.

Three, seven-point descriptors are used to assess the lack of control and feeling of impotence a consumer has experienced in some situation. In the study by Babin, Boles, and Darden (1995), the stimulus that respondents were reacting to was a car salesperson.

Four six-point descriptors are used in this scale to measure a person's dominance-related emotional reaction to a stimulus.

This is a two-item, seven-point Likert-type scale measuring a person's reported ability to control his/her weight. The scale was referred to by Oliver and Bearden (1985) as personal control.

This is a three-item, five-point Likert-type scale intended to measure the degree to which a person attributes success to his or her own efforts versus fate or other forces.