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Scale Reviews

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Testimonial

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

recovery

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.