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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

fairness

Four items are used to measure the degree to which a customer believes that actions he/she took with respect to a failure by a business was effective in redressing the “balance” in the relationship.

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.  WARNING: The article in which this scale was reported has been retracted by the second author due to anomilies in the data and analyses [Journal of Consumer Research (2020), 47 (4), 632]. The extent to which the anomilies affected this scale is unknown.

The scale uses four, seven-point Likert-type items to measure the degree to which a customer believes a particular company treats him/her unfairly.

The scale uses three semantic differentials to measure how much a customer believes he/she was treated fairly by a business and as deserved.

Three items are used to measure a person's belief that countries which are the recipients of jobs or other functions that have been moved from their original country (outsourced) are unfairly taking advantage of lower labor costs.

A customer's belief that it is the retailer's responsibility that a product had to be returned is measured in this scale using three, seven-point items.

A person's level of satisfaction with the way a company has resolved a problem is assessed with three, seven-point Likert-type items.

Four, seven-point Likert-type items are used to measure a person's attitude about the fairness and reasonableness with which a conflict with a company was resolved.

The degree to which a person believes there is a possibility that a certain unjust situation can be remedied is measured using three statements.

Three items compose this scale which measures a person's belief that he/she can help others by purchasing free trade products.