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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

satisfaction

Two-item, five-point items are used to measure the recalled number of times a company failed to handle a customer's request in the previous two years. Crosby and Stephens (1987) used the scale with policy owners and asked them to respond about insurance companies.

A six-item, three-point scale is used in measuring a consumer's satisfaction with the retail placement aspects of a specified product.

This three-item, five-point Likert-type scale measures a person's general level of satisfaction with his/ her life.

A 44-item, three-point scale is used to measure a consumer's satisfaction with a specific product.

Twelve Likert-type items are used to measure a consumer's level of satisfaction with a car that has recently been purchased.

This three-item, seven-point Likert-type scale is used to measure the degree to which a consumer perceives a transaction was fair, particularly in relation to the treatment received from the salesperson handling the transaction.

This three-item, five-point Likert-type scale is used in measuring a consumer's sense of the sufficiency of the information provided by companies for making good purchase decisions. The scale was referred to as consumer meaninglessness by Durand and Lambert (1985).

This is a seven-item, seven-point Likert-type scale measuring the degree of benefit a consumer perceives was received from a car dealer in a transaction.

This three-item, seven-point Likert-type scale is used to measure a person's degree of satisfaction with purchases made, with an emphasis on department store experiences.

The four item, nine-point scale measures a consumer's attitude toward a specific brand. The scale was used in the study by Duncan and Nelson (1985) with respect to a product advertised as a "men's home permanent" (p. 35).