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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

Three, seven-point Likert-type items are used to measure the extent that a customer expressed dissatisfaction to a third-party about a problem with a business and sought the party's advice about seeking redress.

The scale is composed of four, five-point Likert-type items that measure how much a person feels bad about switching from one service provider to another and wishes that he/she had remained with the previous provider.

Four, five-point Likert-type items are used to measure the likelihood that a customer will pay more to continue receiving service from a particular provider.

The scale measures expectancy-disconfirmation of a movie performance using eight items and a nine-point response format.

Ten, nine-point items are used to measure the degree of disconfirmation a person experiences in his/her expectations regarding some music.

The scale is composed of three, seven-point Likert-type statements that measure the degree to which a person believes that he/she has the material things he/she wants and can afford to buy whatever else is desired. The scale was referred to as money-luxury by Thomson (2006).

This scale uses five items to measure how deceived and exploited a customer of a business feels as a result of some event such as a service failure.

The scale is composed of three, seven-point semantic-differentials that measure the extent to which a customer believes that a certain party is responsible for a particular service failure.

The scale has four, five-point Likert-type items that assess the degree to which a person believes that changing service providers will require time and effort in order to initiate the relationship with the new provider.

Three, seven-point Likert-type statements are used to measure a person's concerns about the time and effort perceived to be required to find and setup a relationship with a new provider if he/she were to switch. The type of provider examined by Bell, Seigyoung, and Smalley (2005) was a financial adviser.