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Testimonial

I have relied on the Marketing Scales Handbooks over several years in academic and industry roles and look forward to using the newest edition. A seven on a seven-point satisfaction scale!
Tom Prinsen, Ph.D.
Global Manager Market Intelligence, Biomet Orthope

procedures

Using three, seven-point Likert-type items, the scale assesses the extent to which a person believes that the procedures used by a company to arrive at a decision regarding his/her concerns about a problem were fair.

Four, seven-point Likert-type items are used to measure a person's attitude about the fairness and reasonableness with which a conflict with a company was resolved.

Three, five-point Likert-type statements are used for measuring the degree to which a person thinks the instructions given by hospital staff during his/her stay regarding various procedures and routines were explained well by the staff.

Three, five-point Likert-type statements are employed to measure the extent to which a customer believes that a company responded to his/her complaint quickly and fairly.

The scale has four, seven-point Likert-type statements that measure how much a person places emphasis on the consequences of a decision being made rather than the process being used because of the belief that he/she is responsible for the former rather than the latter.

The scale is composed of four, seven-point Likert-type items that are used to measure the degree to which a person places emphasis on the process of making a decision because of the belief he/she is responsible for the procedure used to make the decision rather than the outcome.