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Scale Reviews

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The Handbook series is a significant compendium of scales published in the most impacting marketing literature. I am a proud owner of the series and hope to be able to continue collecting the volumes in the years to come.
Dr. Emanuel Said
Lecturer in Marketing, University of Malta

Complaint Responsiveness

Three, seven-point Likert-type items are used to measure the degree to which a consumer was sure that a service provider would resolve a problem about which a complaint had been made.