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.
Loyalty (Passive)
This scale uses three, five-point Likert-type statements to measure the extent to which a customer intends to remain a customer of a specific service provider for the foreseeable future despite typical market actions that it or its competitors might take, e.g., change in prices charged.
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