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Testimonial

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

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.