This scales book is a classic in psychometrics. It is instrumental for survey researchers in the fields of advertising, marketing, consumer psychology, and other related fields that rely largely on attitudinal measures. My copy has gotten me through years of field research by helping provide testable, reliable scales.
satisfaction
The degree to which a customer is pleased with the reduction in price that he/she was able to negotiate during a recent purchase is measured with three, seven-point Likert-type items.
The scale uses eight, seven-point Likert-type items to measure a fan’s attitude about a particular sports team. The emphasis is on the team’s high standards and its efforts to please loyal fans.
A person’s opinion of a retailer that focuses on how well the business satisfies customers with low prices and customer service is measured with six, seven-point Likert-type items.
With three statements, the scale measures a customer’s regret for having patronized a certain retailer because of a bad experience there and the intention to reduce visits to the establishment if not stopping all together.
The degree to which a customer enjoyed the experience of shopping at a particular store, website, mall, etc. is measured in this scale with three, five-point Likert-type items.
A customer's belief that it is the retailer's responsibility that a product had to be returned is measured in this scale using three, seven-point items.
With three, seven-point Likert-type items, the scale measures the degree to which a customer takes responsibility for the need to return a product that has been purchased.
A person's level of satisfaction with the way a company has resolved a problem is assessed with three, seven-point Likert-type items.
Four, seven-point Likert-type items are used to measure a person's attitude about the fairness and reasonableness with which a conflict with a company was resolved.
Using three, seven-point items, the scale measures the degree to which a consumer believes a brand is consistently good.
