Scales
Justice (Interactional) (JUS)
A comprehensive psychometric review of the Interactional Justice (JUS) Scale by Grégoire and Fisher (2008),...
# Service Recovery
23 results
Scales
Indebtedness to Service Provider (ITSP)
The Indebtedness to Service Provider (ITSP) scale, developed by Tokman, Davis, and Lemon (2007), is...
Scales
Customer Rage (Retaliatory) (CR)
Comprehensive academic overview of the Customer Rage (Retaliatory) (CR) scale developed by McColl-Kennedy et al....
Scales
Customer Rage (Rancorous) (CR)
The Customer Rage (Rancorous) (CR) Scale, developed by McColl-Kennedy, Patterson, Smith, and Brady (2009), is...
Scales
Controllability (CON)
A comprehensive psychometric review of the Controllability (CON) scale by Ronald L. Hess Jr., Shankar...
Scales
Anger at Service Provider (AASP)
The Anger at Service Provider (AASP) scale is a 3-item psychometric instrument developed by Bonifield...
Scales
Employee Helpfulness and Responsiveness Quality (EHRQ)
A detailed psychometric examination of the Employee Helpfulness and Responsiveness Quality (EHRQ) scale developed by...
Scales
Service Failure Severity Perception (SFSP)
A comprehensive psychometric guide to the Service Failure Severity Perception (SFSP) scale developed by Hess,...
Scales
Overall Service Purchase Satisfaction (OSPS)
A psychometric review of the Overall Service Purchase Satisfaction (OSPS) scale developed by Maxham and...
Scales
Problem Resolution Satisfaction (PRS)
A comprehensive academic guide to the Problem Resolution Satisfaction (PRS) scale developed by Maxham and...
Scales
Post-Complaint Company Satisfaction (PCCS)
The Post-Complaint Company Satisfaction (PCCS) scale is a 3-item psychometric instrument developed by Homburg and...
Scales
Intention to Recommend (INTREC)
The Intention to Recommend (INTREC) scale is a 3-item psychometric measure developed by James G....