Measuring is complex and critical for research in marketing, advertising, and consumer psychology. These books are excellent tools for researchers and professionals of those areas that need to find reliable and valid scales for their research. They have helped me save time and consider new constructs in my academic research.
Service Quality (Empathy)
The scale used three items to measure the degree to which a person believes that a particular set of employees express caring and attention to customers. This scale does not measure empathy in the sense of one person experiencing the feelings on another but rather employees doing things within their power to show concern for customers.