You are here

Scale Reviews

Find reliable measures for use in your questionnaires. Search Now

Testimonial

The Marketing Scales Handbook is indispensible in identifying how constructs have been measured and the support for a measure's validity and reliability. I have used it since the beginning as a resource in my doctoral seminar and as an aid to my own research. An electronic version will make it even more accessible to researchers in Marketing and affiliated fields.
Dr. Terry Childers
Iowa State University

recovery

With six, seven-point Likert-type items the scale measures a person’s ability to recover from stressful events that are experienced.

Using three, seven-point items, the scale measures a person's belief in being able to personally solve a problem that would otherwise require the company's help to fix.  The scale items seem to be amenable for use with a variety of problems a customer might experience, e.g., with self-service technology, with a product, with a website. 

A person's level of satisfaction with the way a company has resolved a problem is assessed with three, seven-point Likert-type items.

Using four, seven-point Likert-type items, this scale measures the degree of influence a person perceives having on a business during a service failure recovery as it relates to affecting employee attitudes and behaviors.

The scale has three, seven-point statements and measures the degree to which a customer expects a business to solve a certain problem the customer has experienced.

Eight scenarios with seven-point response scales are used to assess the way a consumer believes a specified health club would resolve potential service problems.