Satisfaction with the Discount
The degree to which a customer is pleased with the reduction in price that he/she was able to negotiate during a recent purchase is measured with three, seven-point Likert-type items.
View ArticleSatisfaction with the Customization Decision
Four, seven-point Likert-type items are used to measure the degree to which a person feels good about the way he/she customized a product for him/herself and would make the same decision again.
View ArticleRegret about the Customization Decision
The scale has three, seven-point Likert-type items that measure the degree to which a person is not pleased with the features he/she choose while customizing a product and would feel better if give
View ArticleRelational Benefits with the Salesperson (Functional)
The scale has four, seven-point Likert-type items that measure how much a customer enjoys the relationship with a particular salesperson and believes he/she provides extra service in order to impro
View ArticleRelationship Strength (Due to Gift)
The five, nine-point, Likert-type scale measures how much a person expresses satisfaction with his/her relationship with a person as a result of a gift that person has given.
View ArticleBrand Expectations
A customer’s beliefs regarding the anticipated quality of a company’s branded goods or services (before he/she has experienced the product) is measured with three, ten-point items.
View ArticleWarm Glow
With four, nine-point items in a semantic differential format, the scale purports to measure a person’s emotional response from doing “good,” such as charitable giving and other p
View ArticleKnowledge of the Product Class
The scale has four, seven-point items that measure a consumer’s relative level of familiarity with a product category as well as a good understanding of the attributes that will provide satis
View ArticleAttitude Toward the Retailer’s Website (Fulfillment)
A customer’s overall attitude toward the order fulfillment dimension of a particular retailer’s website is measured with three, five-point Likert-type items.
View ArticleAttitude Toward the Retailer's Website (Design)
Three, five-point Likert-type items are used in this scale to measure a customer’s overall attitude toward the design of a particular retailer’s website.
View ArticleAttitude Toward the Retailer (Customer Oriented)
A person’s opinion of a retailer that focuses on how well the business satisfies customers with low prices and customer service is measured with six, seven-point Likert-type items.
View ArticleAttitude Toward the Sports Team
The scale uses eight, seven-point Likert-type items to measure a fan’s attitude about a particular sports team. The emphasis is on the team’s high standards and its efforts to ple
View ArticleQuality of the Brand
Using three, ten-point items, the scale measures a customer’s evaluation of the quality of a brand's goods and/or services based on recent consumption experiences.
View ArticleSatisfaction with the Brand
Three, ten-point items are used in this scale to measure how well a customer’s experiences with a brand compare to his/her expectations and the ideal product.
View ArticleSatisfaction with Personal Sacrifice
This six-item Likert-type scale measures how much one has a sense of satisfaction in doing things primarily for the benefit of a particular person rather than him/herself.
View ArticleService 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.
View ArticleFinancially Constrained
Four, seven-point semantic differentials measure the degree to which a person feels dissatisfied with his/her financial situation, especially when compared to the situations experienced by peers.
View ArticleDelay Severity
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, i
View ArticleService Quality of the Real Estate Agent (Anticipated)
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.
View ArticleRelational Benefits with the Salesperson (Functional)
The scale has four, seven-point Likert-type items that measure how much a customer enjoys the relationship with a particular salesperson and believes he/she provides extra service in order to impro
View Article
