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The Marketing Scales website is a gold mine of information.  It is the only source that helps me understand the psychometric quality of the instruments used in past research.  I recommend that researchers bookmark this site . . . they will be back!
Bob Moritz
Marshfield Clinic Research Foundation


The scale uses three, seven-point Likert items to measure the clarity and detail of the memory a person has of the most recent time he/she encountered a particular type of person, object, or activity.

Six, seven-point items measure how much a customer feels that a particular employee, such as a salesperson, was listening and understood what one was saying.  The emphasis of the items is on cognitive aspects of listening rather than behavioral.

With three items, the scale measures how much a customer in a store learned information, primarily from an employee, that was relevant.

The scale measures how much the service employees of a company are believed to be competent, polite, and helpful among other characteristics.  Two versions of the scale are described, one that has eight, eleven-point items and another with six, seven-point items.

How much a person believes that people working for an organization (retailer, company, non-profit) have his/her the best interests in mind and keep their promises is measured with three, seven-point Likert-type items.

Four semantic differentials are used to measure the degree to which a person believes that if he/she hired a particular person for a stated job, the outcome would be good.

Eight, seven-point items are used to measure the degree to which a customer believes his/her business relationship with a particular person is more communal vs. more exchange in nature.

The scale uses four, seven-point Likert-type items to measure how much a person believes that employees at lower levels of an organization should not have much power and should follow those at higher levels in order for the organization to be successful.

The extent to which an entity (company, organization, person, etc.) is viewed as compassionate and moral or, at the other extreme, cruel and harmful is measured with three, seven-point semantic differentials.

The belief that an employee can reward and punish other employees is measured with three, seven-point items.