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I really appreciate your marketing scales database online. It is an important resource for both our students and our researchers as well. Since my copies of the original books are slowly disintegrating due to the intensive use, I am happy that you are making them available in this way. It is very helpful in the search for viable constructs on which to do sound scientific research.
Dr. Ingmar Leijen
Vrije Universiteit University, Amsterdam

satisfaction

Twelve, seven-point Likert-type items are used to measure a customer's view of the interaction that occurred between him/her and an employee of a service provider as it pertains to the degree to which the employee was viewed as being polite and helpful. In the study by Winsted (1997), respondents were asked to think of a recent encounter with a waiter or waitress in a restaurant.

Twenty-four items in six subscales use a nine-point response format to measure the degree to which a consumer perceives that a particular salesperson engaged in behaviors that reflected sincere concern for the customer´s needs rather than just trying to make a sale.

Three, seven-point Likert-type items are used to measure a customer's global satisfaction with the shopping experience at a particular store.

Four, seven-point items are used to measure the degree to which a patient expresses satisfaction with his or her recent stay in a hospital. The scale is intended to be an overall measure of satisfaction rather than a measure of any particular aspect of a hospital.

Three, seven-point Likert-type statements and one seven-point bi-polar adjective are purported to measure the degree to which a consumer is pleased overall with the services performed by some specified company with which he or she apparently had experience.

Four, seven-point semantic differentials are used to measure a person's level of satisfaction with some person, place, or thing.

A six-item, seven-point Likert-type scale is used to measure the degree to which a person who has just been involved in an activity, such as a river rafting trip, thinks that it was a good experience and worth the price.

A consumer's degree of satisfaction with some stimulus is measured with the various versions of this scale.  The scale has been applied to insurance agents, a service policy, and an insurance agency (Crosby and Stephens 1987); shopping (Eroglu and Machleit 1990); and a camcorder (Spreng, MacKenzie, and Olshavsky 1996).

A three-item, seven-point Likert-type scale is used to measure the degree to which a person who has just been involved in a service activity thinks that the one providing the service went beyond what was expected and gave something extra. The activity studied by Price, Arnould, and Tierney (1995) was a river-rafting trip and the river guide was the service provider being evaluated by the customers.

An eight-item, seven-point Likert-type scale is used to measure the degree to which a person who has just been involved in a service activity thinks that the person providing the service was effective and performed well. The activity studied by Price, Arnould, and Tierney (1995) was a river rafting trip and the river guide was the service provider being evaluated by the customers.