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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

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).

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.

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 Likert-type items measuring the extent to which a person believes it is appropriate for consumers to complain when they experience a dissatisfying transaction.

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.

The four, five-point Likert-type statements measure the degree to which a person believes that changing service providers would mean losing the enjoyment of interacting with particular employees of the current service provider whom the person had come to know over time.

The scale is composed of eight, seven-point statements measuring the degree to which a customer of a service provider plans to continue receiving services from the provider or, instead, intends to switch to a competitor.

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.