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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

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.