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Testimonial

I have relied on the Marketing Scales Handbooks over several years in academic and industry roles and look forward to using the newest edition. A seven on a seven-point satisfaction scale!
Tom Prinsen, Ph.D.
Global Manager Market Intelligence, Biomet Orthope

Problem-Solving Orientation of the Employees

Three, five-point Likert-type statements are used to measure the extent to which a customer believes the employees of a store or company satisfactorily solve problems that arise as part of a service exchange.