You are here

Scale Reviews

Find reliable measures for use in your questionnaires. Search Now

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

redress

The degree to which a person believes there is a possibility that a certain unjust situation can be remedied is measured using three statements.

The scale is composed of three, seven-point Likert-type items that measure the degree to which a customer personally has complained to a business about a problem with the purpose of seeking revenge by inconveniencing it and verbally abusing its employees.

Three, seven-point Likert-type items are used to measure the extent that a customer expressed dissatisfaction to a third-party about a problem with a business and sought the party's advice about seeking redress.

The scale is composed of three, seven-point Likert-type items that measure the degree to which a customer personally complained to a business with the purpose of getting a satisfactory solution to a problem.  Gelbrich (2010) referred to her version of the scale as problem-solving complaining.

Three, seven-point Likert-type items are used to measure the degree to which a consumer was sure that a service provider would resolve a problem about which a complaint had been made.

The scale is composed of Likert-type items measuring the extent to which a person believes it is appropriate for consumers to complain when they experience a dissatisfying transaction.

The scale is composed of four, seven-point statements that are used to assess the degree to which a person reports having complained to a provider regarding some recent problem with the quality (or lack thereof) of service received. Whereas most scales have measured the likelihood of complaining in the future, this scale measures the degree to which it occurred in a past situation.

This three-item, six-point Likert-type scale is used to measure the likelihood that a consumer would aim complaints at those marketers (e.g., salespersons, managers) involved in the offending transaction.

This is a 15-item, Likert-type scale purported to measure a consumer's expressed tendency to stand up for his/her rights with marketers and their representatives. The scale covers three interaction situations: resisting requests for compliance, requesting information or assistance, and seeking redress. An 11-item version of the scale translated into Dutch was used by Richins (1987).

A seven-item, Likert-type scale is used in measuring a person's perception of the responsiveness of business to consumer complaints.