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Scale Reviews

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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 (Tangibles)

This scale measures how dependable a customer views a service provider to be based upon the quality of its most visible attributes. The version by Parasuraman, Zeithaml, and Berry (1994b) goes a bit further and measures perceptions of tangible assets compared with the desired  level (the performance level the company can and should deliver).