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I really appreciate your marketing scales database online. It is an important resource for both our students and our researchers as well. Since my copies of the original books are slowly disintegrating due to the intensive use, I am happy that you are making them available in this way. It is very helpful in the search for viable constructs on which to do sound scientific research.
Dr. Ingmar Leijen
Vrije Universiteit University, Amsterdam

policies

How much a customer believes that a particular online retailer manages product returns and guarantees in an acceptable manner is measured with three, five-point Likert-type items.

How much a person disagrees with a particular ban is measured with three, nine-point items.  Along with instructions that can be created for use with the scale, the items are flexible for use with a variety of bans.

The scale has four, five-point Likert-type items and measures how much a consumer believes that if he/she were to change service providers then new policies would have to be learned.

The extent to which a person believes that the visitor-related procedures used by a website are fair, particularly with respect to handling information, is measured with four, seven-point Likert-type items.

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 customer's belief regarding the fairness of a particular retailer's return shipping policy is measured in this scale using three, seven-point Likert-type items.

Five, seven-point Likert-type items are used in the scale to measure the degree to which a person is well familiar with the rules of returning products to stores as well as the buyer's rights to do so. Harris called the scale knowledge of returning rules and regulations.

Three, seven-point Likert-type items are used to measure the degree to which a person believes that a certain company is responsible in the way it treats personal information about consumers, particularly as it relates to data gathered from people at the company's website.

A customer's evaluation of the fairness of the policies and procedures used in handling a problem that has occurred is measured using four, seven-point Likert-type statements.

A customer's beliefs regarding the fairness with which he/she was treated by a particular firm's personnel in its efforts to deal with a problem is measured with four, seven-point Likert-type items.