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Scale Reviews

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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

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.