The Development of a Scale to Measure Consumer Discontent

William J. Lundstrom · Lawrence M. Lamont

125 citations0/0 files storedJournal of Marketing Research

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Psychometric Methodologies and Testing

Abstract

This report concerns the procedures used and results obtained in the development of an attitude scale to measure consumer discontent. Using consumer attitudes and the related consumerism literature as a point of departure, the writers define consumer discontent and develop a scale to measure the construct. The research results suggest that marketing and market-related constructs are potentially scalable properties that can meet rigorous reliability and validity criteria.

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References

1955Construct validity in psychological tests.1960A new scale of social desirability independent of psychopathology.1950Theory of Mental Tests 1976Measures of Social Psychological Attitudes.1957Techniques of attitude scale construction.1969Development of an empathy scale.1970The Construction and Validation of a Death Anxiety Scale 1944A Basis for Scaling Qualitative Data

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