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Testimonial

This scales book is a classic in psychometrics. It is instrumental for survey researchers in the fields of advertising, marketing, consumer psychology, and other related fields that rely largely on attitudinal measures. My copy has gotten me through years of field research by helping provide testable, reliable scales.
Angeline Close Scheinbaum, Ph.D.
University of Texas at Austin

frustration

Eight uni-polar items are used to measure a person's belief that receiving advertising that has been personalized for him/her in some way is unpleasant and disgusting.

Five, seven-point Likert-type items are used in the scale to measure the degree to which a person has taken action to minimize exposure to personalized advertising.

The scale has six, seven-point Likert-type items that measure the degree to which a person does not like to receive personalized advertising because of the belief that the companies sending it are improperly using one's personal information.

Various non-monetary costs such as time, learning, and effort that are associated with changing brands within a product category are measured in this scale using five, seven-point Likert-type items.

The three, seven-point Likert-type items appear to measure more than just how mad a person is about something.  The emphasis of the items is on an extreme form of anger.  It was referred to as outrage by Gelbrich (2011).

The degree to which a person is able to control his/her negative emotions in order to facilitate proper functioning is measured in this scale using six, seven-point Likert-type items.  The scale was called management of negative emotions by Taute, McQuitty, and Sautter (2011).

Five unipolar items are used to measure one's feeling of frustration and betrayal.  The scale seems to be flexible for use in a variety of contexts.

A customer's level of anger with a business and/or its employees is measured in this scale with three, six-point items.

The degree of a customer's annoyance with a business and/or its employees because of some sort of service failure is measured in this scale using three, six-point items.

Seven unipolar items with a seven-point response format are used in this scale to measure the level of annoyance and aggravation a person reports with respect to some specified object (e.g., person, ad).