As a researcher, it's important to use validated scales to ensure reliability and improve interpretation of research results. The Marketing Scales database provides an easy, unified source to find and reference scales, including information on reliability and validity.
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.
Key Words