Scales
Service Rep Extra-Role Behaviour (SEREXTR)
The Service Rep Extra-Role Behaviour (SEREXTR) scale is a 5-item psychometric instrument developed by Maxham...
# Service Recovery
23 results
Scales
Third-Party Complaint Intentions (TPCI)
A psychometric review of the Third-Party Complaint Intentions (TPCI) scale by Jagdip Singh (1988), detailing...
Scales
Brand Forgiveness
A comprehensive academic psychometric profile of the Brand Forgiveness (BF) scale, examining its theoretical foundations,...
Scales
Perceived Business Accommodation Willingness (PBAW)
The Perceived Business Accommodation Willingness (PBAW) scale measures consumer perceptions of corporate empathy, attentive listening,...
Scales
Brand Mistreatment Rumination
A psychometric review of the Brand Mistreatment Rumination (BMR) scale, measuring intrusive and perseverative consumer...
Scales
Relationship Feedback Perception (RFP)
A comprehensive psychometric overview of the Relationship Feedback Perception (RFP) scale, developed by Umashankar, Ward,...
Scales
Consumer Powerlessness Toward Brand
A comprehensive academic analysis of the Consumer Powerlessness Toward Brand (CPB) scale, examining its theoretical...
Scales
Service Provider Loyalty Intentions (SPLI)
The Service Provider Loyalty Intentions (SPLI) scale is a 3-item psychometric instrument developed by Umashankar,...
Scales
Perceived Organisational Altruism Scale (POAS)
A comprehensive psychometric analysis and review of the Perceived Organisational Altruism Scale (POAS) developed by...
Scales
Consumer Assertiveness and Aggressiveness Scale (CAAS)
A comprehensive psychometric appraisal of the Consumer Assertiveness and Aggressiveness Scale (CAAS) developed by Marsha...
Scales
Brand Forgiveness Scale (BFS)
The Brand Forgiveness Scale (BFS) is a validated psychometric instrument measuring consumer willingness to pardon...