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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

Commonality of Employee Response

Four, seven-point semantic-differentials are used to assess a customer's attitude regarding the extent to which an interaction that occurred with an employee is typical and widespread across an organization. As used by Hess, Ganesan, and Klein (2007) the interaction was negative but the items seem to be amenable for use when a positive experience has occurred. They called the scale attributions of globality.