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!
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.
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