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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

relationships

Ten, seven-point items are used to measure a customer's level of satisfaction with several aspects of a relationship with a dealership where he/she has purchased a car.

The four item scale measures the degree to which a customer is pleased with a decision that was made regarding the selection of service provider.

The scale has nine, seven-point Likert-type statements that are intended to measure a person's belief that a certain business offers the opportunity for interpersonal interaction and friendship between the business and the customer as well as customer-to-customer. Although the scale was developed for use with an online store, it seems to be amenable for use with brick-and-mortar retailers as well if they have websites with social features.

The scale is composed of four, seven-point Likert-type statements intended to measure a person's belief that a certain business offers financial rewards to its customers in order to motivate repeat purchases.

The scale is composed of six, seven-point Likert-type statements that measure the degree to which a person believes that his/her support of a particular organization is truly appreciated.

Three, seven-point statements are used to measure a person's willingness and interest to assist an organization  that has asked for his/her help to accomplish some task. The scale was referred to as reactions to marketing actions by Aggarwal (2004).

The seven item, five-point Likert-type scale assesses the degree to which a person describes his/her style of interaction with a physician as being characterized by a two-way flow of information.

Four, seven-point Likert-type items are used to measure a customer's expressed level of dedication to continuing a relationship with a particular business. A car dealer was examined by Brown et al. (2005) but the statements appear to be general enough to use with a wide variety of companies, retailers, and organizations.

The three item scale measures a person's desire to continue receiving service from the current provider with which a relationship has already been established. Patterson and Smith (2003) referred to the scale as both propensity to stay with service providers and behavioral intention to continue with present service provider.

The scale is composed of three, five-point Likert-type statements that attempt to assess a person's motivation to continue being a customer of a particular business due to feelings of attachment, identification, and loyalty.