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
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.
The scale uses three, seven-point Likert-type items to measure how strongly a person believes that an employee has engaged in behaviors to politely and attentively address a customer’s concerns (unspecified).
The degree to which a person is happy with a resort and pleased with his/her service experience there is measured with a seven-point Likert-type scale. Three slightly different versions are described. One directly measures satisfaction, another directly measures dissatisfaction, and the third one has greater emphasis on the service experience.
A customer’s belief that a service agent’s performance was good and, in fact, better than expected is measured with three, seven-point Likert-type items.
The scale has three, five-point Likert-type items that measure a person’s overall attitude toward the customer service dimension of a particular retailer’s website.
Using a Likert-type response format, the scale measures the degree to which a person thinks that relevant others believe customers ought to be friendly to employees, especially to those at stores who provide service. Items for both a four-item and a two-item version are described.
