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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

services

The degree to which a person feels responsible and sorry for a particular incident is measured with four, seven-point Likert-type items.

The scale uses four items to measure a customer’s emotional attachment to and identification with an entity which he/she might use.  As currently phrased, the items are particularly suited for use regarding a service provider but might be appropriate for use with other entities such as a brand.

The importance a consumer places on good customer service in a particular product category is measured with three, seven-point Likert-type items.

The scale used three items to measure the degree to which a person believes that a particular set of employees express caring and attention to customers.  This scale does not measure empathy in the sense of one person experiencing the feelings on another but rather employees doing things within their power to show concern for customers.

How a customer believes an actual experience compares to what he/she expected it to be is measured with five, seven-point semantic differentials.

The scale uses three semantic differentials to measure how much a customer believes he/she was treated fairly by a business and as deserved.

The scale measures a customer’s evaluation of the rapport-building behaviors of a business’s frontline staff.  Versions with three and four items are provided.

The scale has four, seven-point Likert-type items that measure how much a person believes that a particular location-based retailer where he/she receives a service has facilities that are high quality and easy to use.

The scale uses four items to measure a customer’s emotional attachment to and identification with an entity which he/she might use in the future.  As currently phrased, the items are particularly suited for use with reference to a service provider but they might be appropriate for use with other entities such as a brand.

Employing four statements, the scale measures the degree to which a customer believes that each part (employee, department, partner) of a particular service provider works “in concert” and as one to smoothly provide service to him/her.