You are here

Scale Reviews

Find reliable measures for use in your questionnaires. Search Now

Testimonial

The Marketing Scales Handbook is indispensable in identifying how constructs have been measured and the support for a measure's validity and reliability. I have used it since the beginning as a resource in my doctoral seminar and as an aid to my own research. An electronic version will make it even more accessible to researchers in Marketing and affiliated fields.
Dr. Terry Childers
Iowa State University

satisfaction

These ten, five-point Likert-type items are intended to measure the degree of value a consumer places on the offer extended to him/her by a former service provider in an effort to reacquire his/her business after having defected. The scale was called win-back offer worth (WOW) by Tokman, Davis, and Lemon (2007).

The scale is composed of three, seven-point Likert-type items that measure the degree to which a customer personally has complained to a business about a problem with the purpose of seeking revenge by inconveniencing it and verbally abusing its employees.

The scale is composed of three, seven-point Likert-type items that measure the degree to which a customer personally complained to a business with the purpose of getting a satisfactory solution to a problem.  Gelbrich (2010) referred to her version of the scale as problem-solving complaining.

Three, seven-point Likert-type items are used to measure the extent that a customer expressed dissatisfaction to a third-party about a problem with a business and sought the party's advice about seeking redress.

The scale is composed of four, five-point Likert-type items that measure how much a person feels bad about switching from one service provider to another and wishes that he/she had remained with the previous provider.

How irritating and troublesome the failure of a particular good or service is perceived to be is measured with three, seven-point semantic-differentials.

Three, seven-point items are used to measure the degree to which a consumer places the blame for a problem that was experienced on a particular entity (person, manufacturer, service provider).  The scale is most relevant when used with regard to a a good or service.

Four, five-point Likert-type items are used to measure the likelihood that a customer will pay more to continue receiving service from a particular provider.

The scale measures expectancy-disconfirmation of a movie performance using eight items and a nine-point response format.

Ten, nine-point items are used to measure the degree of disconfirmation a person experiences in his/her expectations regarding some music.