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 (Flexibility)
Four, five-point Likert-type items compose the scale. The items are intended to measure the degree that a customer who lodged a complaint thinks that the other party in the transaction adjusted procedures in order to resolve the problem. 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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