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Scale Reviews

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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.
Dr. Emanuel Said
Lecturer in Marketing, University of Malta

knowledge

Two-item, five-point items are used to measure the recalled number of times a company failed to handle a customer's request in the previous two years. Crosby and Stephens (1987) used the scale with policy owners and asked them to respond about insurance companies.

This is a four-item scale measuring the enduring and intrinsic (rather than situational) relevance of an object to a person. The object in the Slama and Tashchian (1987) study was shampoo. Stapel, Likert, and semantic differential versions of the scale were developed and tested.