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Testimonial

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.
Angeline Close Scheinbaum, Ph.D.
University of Texas at Austin

satisfaction

The scale is composed of three, seven-point Likert-type items that measure the degree to which a customer personally complained to a business with the purpose of getting a satisfactory solution to a problem.  Gelbrich (2010) referred to her version of the scale as problem-solving complaining.

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.

How irritating and troublesome the failure of a particular good or service is perceived to be is measured with three, seven-point semantic-differentials.

Three, seven-point items are used to measure the degree to which a consumer places the blame for a problem that was experienced on a particular entity (person, manufacturer, service provider).  The scale is most relevant when used with regard to a a good or service.

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.

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

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

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).

Three, seven-point Likert-type items are used to measure the degree to which a consumer was sure that a service provider would resolve a problem about which a complaint had been made.