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Scale Reviews

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Testimonial

Measuring is complex and critical for research in marketing, advertising, and consumer psychology. These books are excellent tools for researchers and professionals of those areas that need to find reliable and valid scales for their research. They have helped me save time and consider new constructs in my academic research.
Juan Fernando Tavera
University of Antioquia, COLOMBIA

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.

A customer's perception of a store's commitment to handling customer problems (complaints, returns, exchanges) in a timely manner is measured using three, five-point Likert-type items.