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Scale Reviews

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Measuring is complex and critical for research in marketing, advertising, and consumer psychology. These books are excellent tools for researchers and professionals of those areas that need to find reliable and valid scales for their research. They have helped me save time and consider new constructs in my academic research.
Juan Fernando Tavera
University of Antioquia, COLOMBIA


The scale is composed of four, five-point Likert-type statements that measure the type of perceived potential "costs" of changing service providers that have to do with the time and effort needed to develop the knowledge and skills needed to interact effectively with a new service provider and its products.

Three, seven-point Likert-type statements are used to measure the degree to which a consumer believes it is not worth it to change from one thing to another, such as changing service providers or brands. The switch examined by Meuter et al. (2005) had to do with a new method of ordering prescription refills. The authors referred to the scale as inertia.

A customer's belief that a certain problem with respect to service delivery is typical is measured in this scale using three, seven-point semantic differentials.

Four, seven-point semantic-differentials are used to measure the degree to which a customer expects the cause of a service failure to persist over time. The scale was called attributions of stability by Hess, Ganesan, and Klein (2003).

Three, ten-point semantic differentials are used to measure the level of general satisfaction a customer has with a certain service provider. The scale appears to combine aspects of disconfirmation with a comparison to the "ideal" provider.

The scale has three, seven-point Likert-type statements that are used to measure the degree to which it is believed that a business one has recently interacted with has resolved a particular problem in a satisfactory manner.

The scale is composed of four, five-point items that measure the level of general satisfaction a consumer expresses towards a service provider, with an emphasis on how well the service provider is viewed compared to the ideal provider.

The scale is composed of four statements that measure the level of satisfaction a consumer believes he/she would experience if a certain set of events transpired.

Five, seven-point Likert-types statements are used to measure one's global attitude about his/her life. The measure seems to tap more into cognitive aspects of the attitude rather than the affective aspects.  Arnold and Reynolds (2009) used a three item subset of the scale.

This semantic differential scale measures a consumer's degree of satisfaction with something specific rather than his/her overall level of contentment in life. The scale may be most suited for measuring a consumer's satisfaction with another party with whom a transaction has occurred or with whom a relationship has developed.

The scale has been used to study salespeople (Oliver and Swan 1989a; Reynolds and Beatty 1999a, 1999b), hairstylists (Price and Arnould 1999; Bansal, Taylor, and James 2005), banks (Jones, Mothersbaugh, and Beatty 2000), and auto repair facilities (Bansal, Irving, and Taylor 2004; Bansal, Taylor, and James 2005; Thomas, Vitell, Gilbert, and Rose 2002).