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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

service

The scale measures a consumer’s strong emotional bond with a particular branded good (not service).  Given the way the product is described in the items, the product needs to be something that can potentially be lost or broken.

A seven-item, seven-point Likert-type scale is used in measuring the degree to which a person thinks an educational institution has grounds, buildings, equipment, and professors that are neat and clean.

Nine, five-point Likert-type statements are used to measure the degree to which a person thinks the nursing staff at a specified hospital provided high-quality attention and service during his/her stay as a patient.

This is a five-item, seven-point Likert-type scale that is purported to measure the degree to which a person thinks a service company's employees are courteous and give customers a sense of security about doing business with them.

Three, five-point Likert-type statements are used for measuring the degree to which a person thinks the instructions given by hospital staff during his/her stay regarding various procedures and routines were explained well by the staff.

This four-item, five-point Likert-type scale is used to measure the degree to which a person thinks a hospital, and its rooms in particular, are appealing and clean.

This is a three-item, five-point Likert-type scale that is intended to measure the degree to which a person thinks a specified hospital where he/she has been a patient was accurate in its billing for the services provided.

Six, seven-point Likert-type statements measure the degree to which a person thinks the professors working for an educational institution are helpful to students.

The degree to which a person thinks the professors working for an educational institution are sensitive and concerned about their students' needs is measured with a five-item, seven-point Likert-type scale.

This scale is a 21-item, seven-point Likert-type performance-based measure of service quality. It is viewed as a measure of a consumer's long-term global attitude of an organization rather than his/her transaction-specific satisfaction.