The Handbook series is a significant compendium of scales published in the most impacting marketing literature. I am a proud owner of the series and hope to be able to continue collecting the volumes in the years to come.
employees
Eight, seven-point Likert-type items measure a consumer’s belief that a particular company engages in behaviors that are thought to advance social good such as caring for people and the environment.
With four, nine-point items, the scale measures the extent to which a person believes that one or more employees of a company engaged in improper activity that deceived and harmed clients.
Four, nine-point items compose the scale which measures the extent to which a person believes an employee of a company has done something that is either immoral and damaging to his/her company or, at the other extreme, was honest and helpful.
Using a Likert-type response format, the scale measures the degree to which a person thinks that relevant others believe customers ought to be friendly to employees, especially to those at stores who provide service. Items for both a four-item and a two-item version are described.
How much a customer believes that other people would approve if he/her acted unfriendly to a particular employee is measured by the scale. The scale is useful when it is assumed that the actions of an employee could motivate customers to be unfriendly. Items for both an eight-item and a five-item version are described.
This Likert scale measures the degree to which a customer of a store believes an employee was unfriendly based upon several verbal and non-verbal behaviors observed during a visit. Items for both a nine-item and a three-item version are described.
The scale measures how common a person believes it is in a certain setting for people to behave in ways that are unfriendly. The scale was made for use in a situation where customers interact with service employees. However, the items appear like they could be used with minimal changes in many other contexts as long as people are interacting with others using verbal and non-verbal means to express unfriendliness. Items for both an eleven-item and a seven-item version are described.
The three item, seven-point Likert scale measures how much a person believes other customers in the store treat employees in an unfriendly manner.
The scale uses three, five-point Likert-type items to measure the degree to which a customer believes that employees of a business engaged in behaviors that infringed on one’s space and activities in the establishment.
Using three, five-point Likert-type items, the scale measures the degree to which a customer felt pressure from the employees of a retail establishment to quickly make a decision and finish activity there.
