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Testimonial

I have relied on the Marketing Scales Handbooks over several years in academic and industry roles and look forward to using the newest edition. A seven on a seven-point satisfaction scale!
Tom Prinsen, Ph.D.
Global Manager Market Intelligence, Biomet Orthope

services

With four statements, the scale measures a customer’s belief that a particular service provider makes an effort to anticipate and understand his/her unique needs and expectations.

The scale uses four, seven-point items to measure a consumer’s belief that a particular service-related retail business offers good value based on the resources he/she has expended (time, effort, and money).

Four statements are used to measure the degree to which a customer believes that a particular service provider helps him/her to become more knowledgeable and skilled with respect to the service.

In this scale, four statements measure a customer’s belief that a particular service provider involves him/her in shaping resources and experiences to fit one’s preference.

The scale uses four statements to measure a customer’s belief that a particular service provider does not exploit or deceive him/her in their business relationship.

The extent to which a customer believes a particular service provider expresses genuine interest in him/her and encourages communication is measured with four items.

Four, seven-point Likert-type items are used to measure the degree to which a customer believes a particular service-related problem was the fault of the service provider (internal) rather than someone or something else (external).

A consumer’s global evaluation of a service experience is measure with three, nine-point bi-polar adjectives.

Composed of four, five-point Likert-type items, the scale measures the extent to which a consumer believes he/she has received certain benefits from a provider over time and would lose them if changing providers.

Using five, five-point Likert-type items, the scale measures the extent to which a consumer believes he/she has spent a lot of time and effort on a relationship with a current provider.