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I really appreciate your marketing scales database online. It is an important resource for both our students and our researchers as well. Since my copies of the original books are slowly disintegrating due to the intensive use, I am happy that you are making them available in this way. It is very helpful in the search for viable constructs on which to do sound scientific research.
Dr. Ingmar Leijen
Vrije Universiteit University, Amsterdam

Complaint Reluctance

Three, seven point Likert-type statements are used to measure the lack of motivation a consumer expresses having to complain to a store or to return a product when it is unsatisfactory. The scale was referred to by Blodgett, Hill, and Tax (1997) as attitude toward complaining.