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I really appreciate your marketing scales database online. It is an important resource for both our students and our researchers as well. Since my copies of the original books are slowly disintegrating due to the intensive use, I am happy that you are making them available in this way. It is very helpful in the search for viable constructs on which to do sound scientific research.
Dr. Ingmar Leijen
Vrije Universiteit University, Amsterdam

services

How much a product is believed to be physical in nature rather than immaterial is measured with three, seven-point bi-polar adjectives.

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.

The likelihood of a customer complaining and seeking redress from a service provider when he/she has had a dissatisfactory service experience is measured with seven, seven-point Likert-type items.  The scale is “general” in the sense that the sentences do not refer to a particular experience but rather the typical inclination when one has had a dissatisfactory encounter.

Three, seven-point items measure the degree to which customers are believed to vary in some way in their attitudes about a product.  Two slightly different versions are described.

Composed of three, seven-point semantic differentials, the scale measures how much a good or service is believed to be produced and consumed simultaneously.  A two-item version is also described.

The scale has six items that measure the likelihood that a person will engage in behaviors indicating he/she will purchase services again from a particular business and will recommend it to others as well.

With three, seven-point semantic differentials, the scale measures the degree to which a person believes a good or service can not be produced and stored for consumption at a later time.

The scale has four, seven-point bi-polar adjectives that measure how well a person feels about the way a service provider attempted to redress a failure.

With three, seven-point items, the scale measures how certain a person is that a particular real estate agent will provide him/her with good service in finding a place to live.

The scale uses three, seven-point semantic differentials to measure how long and unacceptable a person believes a particular delay to be.  While the scale might be used for almost any delay, it was created for an occasion in which consumers could experience the problem with a service provider.