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services

The significance that a customer places on the relationship he/she has with a particular business is measured with three, seven-point Likert-type items.  As phrased, the items are most amenable for use with customers who receive ongoing services from a company.

A person's level of satisfaction with the way a company has resolved a problem is assessed with three, seven-point Likert-type items.

Four, seven-point Likert-type items are used to measure a person's attitude about the fairness and reasonableness with which a conflict with a company was resolved.

Four items are used to measure a customer's preference to be checked out of a store by an employee rather than using a self-service device.

Using six, seven-point Likert-type items, the scale measures how well a person believes a particular website provides a set of services.

The scale uses five, seven-point Likert-type items to measure the degree to which a person expresses positive beliefs about the functional aspects of a company's self-service technology (SST), particularly its responsiveness, reliability, and ease of use.

With four, seven-point Likert-type items, the scale measures the degree to which a person thinks a company's self-service technology (SST) is interesting and feels good about using it.

The degree to which a customer believes a company's self-service technology (SST) is personalized based on its understanding of his/her individual preferences and needs is measured with three, seven-point Likert-type items.

The scale has four, seven-point Likert-type items that are intended to measure how well a person believes that he/she is able to use the services of a business.

Eight, seven-point Likert-type items are used to measure how much a person reports feeling negative emotions at a particular point in time.  The scale seems to be amenable for use in many contexts but was developed for use with service failures.