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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

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. 

Various non-monetary costs such as time, learning, and effort that are associated with changing brands within a product category are measured in this scale using five, seven-point Likert-type items.

A person's expressed likelihood of making positive comments about something specific is measured in this scale with four, five-point Likert-type items.  Although the items were written with respect to a restaurant, they appear to be amenable for use with a variety of things such as brands, companies, and possibly even salespeople.

Three, five-point items are used to measure the degree to which a customer believes the responsibility for a particular product failure belongs with the company or with him/herself.

The degree of a customer's annoyance with a business and/or its employees because of some sort of service failure is measured in this scale using three, six-point items.

Four, seven-point Likert-type items are used to measure the degree to which a customer believes his/her relationship with a company is based on the personal service that comes from being treated as an individual.

This scale is composed of five, five-point items that are intended to measure the likelihood of a customer reacting to a service failure by expressing his/her anger to the service employee(s) with hostile gestures or threats of violence.