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Testimonial

This scales book is a classic in psychometrics. It is instrumental for survey researchers in the fields of advertising, marketing, consumer psychology, and other related fields that rely largely on attitudinal measures. My copy has gotten me through years of field research by helping provide testable, reliable scales.
Angeline Close Scheinbaum, Ph.D.
University of Texas at Austin

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.