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Testimonial

As a researcher, it's important to use validated scales to ensure reliability and improve interpretation of research results. The Marketing Scales database provides an easy, unified source to find and reference scales, including information on reliability and validity.
Krista Holt
Senior Director, Research & Design, Vital Findings

Service Failure Severity

Three, seven-point semantic differentials are used to measure how much of a problem a customer believes a particular service failure is, was, or could be.