Scales
SERVPERF
A comprehensive psychometric review of the SERVPERF scale developed by Cronin and Taylor (1992), detailing...
# Customer Satisfaction
46 results
Theories
Expectancy Disconfirmation Theory – Richard L. Oliver
A comprehensive academic analysis of Richard L. Oliver's Expectancy Disconfirmation Theory, detailing customer satisfaction, cognition,...
Scales
Food Quality Scale (FQS)
A psychometric review of the Food Quality Scale (FQS) developed by Namkung and Jang (2007),...
Scales
DINESERV Scale (DINESERV)
The DINESERV Scale is a 29-item multidimensional psychometric instrument developed by Stevens, Knutson, and Patton...
Scales
LODGSERV Scale
The LODGSERV scale is an industry-specific psychometric instrument designed to evaluate perceived service quality and...
Scales
Retail Service Quality Scale (RSQS)
The Retail Service Quality Scale (RSQS), developed by Pratibha A. Dabholkar, Dayle I. Thorpe, and...
Scales
Customer Delight Scale (CDS-Delight)
The Customer Delight Scale (CDS-Delight) measures customer delight—a high-arousal, intensely positive affective state comprising Joy,...
Scales
Net Promoter Score (NPS)
A comprehensive academic analysis of the Net Promoter Score (NPS), detailing its theoretical origins, psychometric...
Scales
Service Recovery Satisfaction Scale (SRSS)
A comprehensive psychometric review of the Service Recovery Satisfaction Scale (SRSS) developed by Smith, Bolton,...
Scales
Customer Satisfaction Scale (CSAT)
A comprehensive academic analysis of the 6-item Customer Satisfaction Scale (CSAT), covering its theoretical foundation...