satisfaction
The likelihood of a customer complaining and seeking redress from a service provider when he/she has had a dissatisfactory service experience is measured with seven, seven-point Likert-type items. The scale is “general” in the sense that the sentences do not refer to a particular experience but rather the typical inclination when one has had a dissatisfactory encounter.
Composed of four, seven-point Likert-type items, the scale measures the difficulty a person has in making decisions in life, especially with respect to consumer-related choices, e.g., struggling to decide what gifts to get for friends.
Three, seven-point Likert-type items measure the degree to which a person has high standards when making choices in life and does not settle for anything less than the best.
The scale is composed of five Likert-type statements that are used to measure one’s confidence in his/her ability to buy the “right” brand that will lead to a satisfying outcome.
How much a person believes he/she and a partner had a strong and happy interaction at a certain time in the past is measured with five, seven-point Likert-type items. The time period is not specified in the items and should be stated in the instructions.
With three, seven-point items, the scale measures how certain a person is that a particular real estate agent will provide him/her with good service in finding a place to live.
The scale uses three, seven-point semantic differentials to measure how long and unacceptable a person believes a particular delay to be. While the scale might be used for almost any delay, it was created for an occasion in which consumers could experience the problem with a service provider.
Four, seven-point semantic differentials measure the degree to which a person feels dissatisfied with his/her financial situation, especially when compared to the situations experienced by peers.
Three, seven-point semantic differentials are used to measure how much of a problem a customer believes a particular service failure is, was, or could be.
This six-item Likert-type scale measures how much one has a sense of satisfaction in doing things primarily for the benefit of a particular person rather than him/herself.