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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

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.