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Scale Reviews

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Testimonial

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.
Dr. Emanuel Said
Lecturer in Marketing, University of Malta

Service Quality (Empathy)

The eight-item, seven-point Likert-type scale measures the degree to which a person thinks the personnel who performed a particular service exhibited understanding and concern about the work to be conducted. As used by Andaleeb and Basu (1994), the scale relates to the quality of service received from a car repair establishment.