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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 is composed of four, seven-point Likert-type statements measuring the degree to which a consumer believes that the information provided in an advertisement facilitates an understanding of the product's quality.

The scale is composed of four, seven-point Likert-type statements that are used to measure the degree of satisfaction a client has with its advertising agency based upon its work process and performance.

The scale is composed of three, seven-point Likert-type statements that are used to measure the degree of satisfaction a client has with its advertising agency based upon the personal relationships with agency personnel.

The scale is composed of three, seven-point Likert-type statements that are used to measure the degree of disagreement and frustration that a client states having with his/her representative(s) at the company's advertising agency.

The scale is used to allow customers to evaluate their past experiences with some specified organization. Three, five-point semantic differential items compose the scale. The context in which the respondents were given this scale was after being told to remember a recent service experience that led to their lodging a complaint. The scale stem directs the respondent to think of the state of the relationship prior to making the complaint. Unlike most other service quality measures, this one does not focus on a particular facet but is a global-type measure.

The scale is composed of three, nine-point Likert-type statements intended to measure the degree to which a consumer believes a decision he/she has made regarding a service-related purchase was the right one. Due to the third item in the scale, the facility used to provide the service is an integral aspect of what is being measured.

The scale is used to measure the degree to which a customer who lodged a complaint is pleased with the way the problem was resolved. The context in which the respondents were given this scale was after being told to remember a recent service experience that led to their lodging a complaint. Four, five-point Likert-type items compose the scale.

The scale is composed of three items intended to produce a overall evaluation of a customer's s satisfaction level. Given that the scale was created for use with a service encounter it may not be quite as suited for use as a satisfaction measure with respect to physical goods.

The scale is used to measure a person's satisfaction with a product after the selection/purchase has been made and probably after consumption/usage of the product has occurred. The context for the scale's usage was at the end of an experiment when subjects had made a selection between a variety of brands (Fitzsimons (2000; Huffman and Kahn 1998). The full version of the scale has six items whereas the abbreviated version has three.

In its fullest form, the scale is composed of twelve Likert-type items and measures a consumer's degree of satisfaction with a product he/she has recently purchased. Most of its uses have been in reference to the purchase of cars but Mano and Oliver (1993) appear to have adapted it so as to be general enough to apply to whatever product a respondent was thinking about. Mattila and Wirtz (2001) adapted a short version of the scale to measure customers’ satisfaction with a shopping experience. Seven of the items were modified by Hausman (2004) for use with the patient-physician encounter.