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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


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.

The scale is composed of four, seven-point Likert-type items that assess a customer's beliefs regarding the fairness of the outcome provided by a business as a result of its service recovery process given the inconvenience experienced by the consumer.