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.
Delay Severity
The scale uses three, seven-point semantic differentials to measure how long and unacceptable a person believes a particular delay to be. While the scale might be used for almost any delay, it was created for an occasion in which consumers could experience the problem with a service provider.
Key Words