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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

Reparation Demand (Third-Party Advise)

Three, seven-point Likert-type items are used to measure the extent that a customer expressed dissatisfaction to a third-party about a problem with a business and sought the party's advice about seeking redress.