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.
services
Three, seven-point items measure the degree to which customers are believed to vary in some way in their attitudes about a product. Two slightly different versions are described.
Composed of three, seven-point semantic differentials, the scale measures how much a good or service is believed to be produced and consumed simultaneously. A two-item version is also described.
The scale has six items that measure the likelihood that a person will engage in behaviors indicating he/she will purchase services again from a particular business and will recommend it to others as well.
With three, seven-point semantic differentials, the scale measures the degree to which a person believes a good or service can not be produced and stored for consumption at a later time.
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.
