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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

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The scale is used to allow customers to evaluate their past experiences with some specified organization. Three, five-point semantic differential items compose the scale. 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. The scale stem directs the respondent to think of the state of the relationship prior to making the complaint. Unlike most other service quality measures, this one does not focus on a particular facet but is a global-type measure.

The scale is used to measure the degree to which a customer who lodged a complaint is pleased with the way the problem was resolved. 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. Four, five-point Likert-type items compose the scale.

Four, five-point Likert-type items compose the scale. The items are used to measure the extent to which a customer who lodged a complaint thinks that he/she was allowed the opportunity to fully describe the problem to the other party in the 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.

The scale is intended to measure the degree to which a customer who has lodged a complaint thinks that it has been dealt with quickly. 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.  Four, five-point Likert-type items compose the scale.

The items measure the degree to which a person reports that the other party in a transaction was pleasant and acted courteously. 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.  The scale is composed of four, five-point Likert-type items.

The measure is intended to capture the degree to which a person reports that the other party in a transaction gave an explanation for a problem that occurred with a service that was provided. 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.  Four, five-point Likert-type items compose the scale.

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.

The four, five-point Likert-type items measure the degree that a person reports that the other party in a transaction put a lot of effort into solving a problem. 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.

The scale is intended to measure the degree to which a customer was able to easily lodge a complaint with the other party 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.  The scale is composed of four, five-point Likert-type items.

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.