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.
Complaint Likelihood (General)
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.
Key Words