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.
Justice (Decision Control)
The four, five-point Likert-type items measure the degree that a person indicates having influence over the outcome of a complaint compared to the other party (service provider) in a transaction. The context in which the respondents were given this scale was after being told to remember a recent service experience that led to their lodging a complaint.
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