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Scale Reviews

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Testimonial

Measuring is complex and critical for research in marketing, advertising, and consumer psychology. These books are excellent tools for researchers and professionals of those areas that need to find reliable and valid scales for their research. They have helped me save time and consider new constructs in my academic research.
Juan Fernando Tavera
University of Antioquia, COLOMBIA

Complaint Behavior

The scale is composed of four, seven-point statements that are used to assess the degree to which a person reports having complained to a provider regarding some recent problem with the quality (or lack thereof) of service received. Whereas most scales have measured the likelihood of complaining in the future, this scale measures the degree to which it occurred in a past situation.