Scales
Controllability (CON)
A comprehensive psychometric review of the Controllability (CON) scale by Ronald L. Hess Jr., Shankar...
# Service Recovery
43 results
Scales
Anger at Service Provider (AASP)
The Anger at Service Provider (AASP) scale is a 3-item psychometric instrument developed by Bonifield...
September 17, 2026
•
Dr. Mohammed Looti
Scales
Employee Helpfulness and Responsiveness Quality (EHRQ)
A detailed psychometric examination of the Employee Helpfulness and Responsiveness Quality (EHRQ) scale developed by...
September 16, 2026
•
Dr. Mohammed Looti
Scales
Service Failure Severity Perception (SFSP)
A comprehensive psychometric guide to the Service Failure Severity Perception (SFSP) scale developed by Hess,...
September 16, 2026
•
Dr. Mohammed Looti
Scales
Overall Service Purchase Satisfaction (OSPS)
A psychometric review of the Overall Service Purchase Satisfaction (OSPS) scale developed by Maxham and...
September 16, 2026
•
Dr. Mohammed Looti
Scales
Problem Resolution Satisfaction (PRS)
A comprehensive academic guide to the Problem Resolution Satisfaction (PRS) scale developed by Maxham and...
September 16, 2026
•
Dr. Mohammed Looti
Scales
Post-Complaint Company Satisfaction (PCCS)
The Post-Complaint Company Satisfaction (PCCS) scale is a 3-item psychometric instrument developed by Homburg and...
September 16, 2026
•
Dr. Mohammed Looti
Scales
Intention to Recommend (INTREC)
The Intention to Recommend (INTREC) scale is a 3-item psychometric measure developed by James G....
September 16, 2026
•
Dr. Mohammed Looti
Scales
Service Rep Extra-Role Behaviour (SEREXTR)
The Service Rep Extra-Role Behaviour (SEREXTR) scale is a 5-item psychometric instrument developed by Maxham...
September 16, 2026
•
Dr. Mohammed Looti
Scales
Third-Party Complaint Intentions (TPCI)
A psychometric review of the Third-Party Complaint Intentions (TPCI) scale by Jagdip Singh (1988), detailing...
September 16, 2026
•
Dr. Mohammed Looti
Scales
Brand Forgiveness
A comprehensive academic psychometric profile of the Brand Forgiveness (BF) scale, examining its theoretical foundations,...
September 12, 2026
•
Dr. Mohammed Looti
Scales
Perceived Business Accommodation Willingness (PBAW)
The Perceived Business Accommodation Willingness (PBAW) scale measures consumer perceptions of corporate empathy, attentive listening,...
September 12, 2026
•
Dr. Mohammed Looti