The Marketing Scales website is a gold mine of information. It is the only source that helps me understand the psychometric quality of the instruments used in past research. I recommend that researchers bookmark this site . . . they will be back!
services
The scale has four, seven-point bi-polar adjectives that measure how well a person feels about the way a service provider attempted to redress a failure.
With three, seven-point items, the scale measures how certain a person is that a particular real estate agent will provide him/her with good service in finding a place to live.
The scale uses three, seven-point semantic differentials to measure how long and unacceptable a person believes a particular delay to be. While the scale might be used for almost any delay, it was created for an occasion in which consumers could experience the problem with a service provider.
Using three, nine-point items, the scale measures how well a set of salespeople are believed to be working as a unit and united in their efforts.
The scale measures how pleased a person is with the sales-related services provided by some salespeople who worked together in some capacity during a customer encounter. The measure is composed of three, nine-point items.
The scale uses four, seven-point Likert-type items to measure how much a customer believes a particular bank he/she uses was a wise choice and provides the needed services.
Using three, five-point Likert-type items, the scale measures the degree to which a customer of a company believes that a particular employee of a company provides timely and regular information about how the customer’s suggestions and other involvement help to improve customer service.
Three, seven-point semantic differentials are used to measure how much of a problem a customer believes a particular service failure is, was, or could be.
A person’s belief that a particular service will be good is measured in this scale with four, seven-point items.
The degree to which a customer believes a service provider is the best is because it understands his/her needs better than the others. The scale is composed of three, seven-point Likert-type items.
