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Testimonial

As a researcher, it's important to use validated scales to ensure reliability and improve interpretation of research results. The Marketing Scales database provides an easy, unified source to find and reference scales, including information on reliability and validity.
Krista Holt
Senior Director, Research & Design, Vital Findings

frustration

How much a person expresses an inability to continue his/her life and be happy if certain disturbing thoughts or feelings are experienced.

The scale has four, seven-point bi-polar adjectives that measure how well a person feels about the way a service provider attempted to redress a failure.

The scale uses three, seven-point semantic differentials to measure how long and unacceptable a person believes a particular delay to be.  While the scale might be used for almost any delay, it was created for an occasion in which consumers could experience the problem with a service provider.

With five, seven-point Likert-type items, the scale measures how much a person believes that thinking about his/her discretionary purchases would result in various negative feelings. 

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 scale has four, seven-point items that measure a person’s unease and displeasure that a group he/she belongs to is inferior to other such groups and is not performing as well.  The criteria on which the groups are being compared are not explicitly identified in the items and can be specified in the questionnaire. 

How easy and enjoyable a person believes a task to be is measured with three, nine-point bi-polar adjectives.

Four items with a seven-point response format are used to measure how much a person has been burdened by something that has happened to the point that it depletes his/her ability to deal with it.

The five statements composing the scale measure the degree to which a customer was not able to get everything wanted during a particular visit to a store.

The four statements composing the scale measure the degree to which a customer expresses irritation with employees of a retail establishment for something they have done.  A specific, offending behavior is only referred to in one item and has to do with the belief that the employees were trying to close the facility too early.