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Addresses the standardization of the measurements and the labels for concepts commonly used in the study of work organizations. As a reference handbook and research tool, seeks to improve measurement in the study of work organizations and to facilitate the teaching of introductory courses in this subject. Focuses solely on work organizations, that is, social systems in which members work for money. Defines measurement and distinguishes four levels: nominal, ordinal, interval and ratio. Selects specific measures on the basis of quality, diversity, simplicity and availability and evaluates each measure for its validity and reliability. Employs a set of 38 concepts ‐ ranging from “absenteeism” to “turnover” as the handbook’s frame of reference. Concludes by reviewing organizational measurement over the past 30 years and recommending future measurement reseach.

Many different scales have been used to measure customer satisfaction. These scales can be divided into three main groups, being those measuring performance, disconfirmation and satisfaction. Reports on the design and execution of a study of hotel guests in which they were asked to rate the key service attributes of their stay using all three of these measurement scales. Repurchase intention and word‐of‐mouth effects were also measured. Compares the scales on the basis of reliability, convergent and discriminant validity, predictive validity, skewness, face validity and managerial value for directing a quality improvement programme. Shows the disconfirmation scale to be superior to both the performance and satisfaction scales on all these criteria except for predictive validity. In addition, the performance scale was generally better than the satisfaction scale on a number of these criteria.

The purpose of this paper is to produce up‐to‐date inventories for satisfaction and Likert scales that contain commonly used scale point descriptors and their respective mean scale values and standard deviations.

All data were collected online using the SSI Survey Spot Panel. This panel is national (USA) in scope. Thirty‐nine satisfaction items and 19 agreement items were tested on a random sample consisting of individuals 21‐65 years old.

The mean value and the standard deviation were calculated for each of these descriptors. Even though only six of the items that had been tested by Jones and Thurstone (1955) were included in the list of satisfaction scale descriptors, the semantic meanings of those six have changed very little over the years.

One limitation might be that scale point descriptor inventories developed within the context of health insurance might not be valid in other service contexts.

Since the present study focuses on Likert and satisfaction scales which are frequently used in service environments, the major contribution of this study is to provide services marketers with quantitative measurement of the meanings of commonly used scale point descriptors. This permits the development of successive and/or equal interval scales and thus aids in the analyses of data sets. It will thus help service marketers to develop questionnaires that more accurately reflect actual consumer satisfaction and opinions.

The development of up‐to‐date inventories for satisfaction and Likert scales.

The purpose of this study is to evaluate a bidimensional tool to measure overall service satisfaction: the evaluative space grid (GRID scale). The GRID scale provides a common measure for both positivity and negativity through 25 grid cells. The authors propose to use the GRID scale as an integrated measure of both satisfaction and dissatisfaction to capture mixed reactions or ambivalence.

Within a cross-sectional between-subjects survey design, this study compares overall satisfaction with bank services as measured on the GRID scale versus a traditional semantic differential (SD) scale.

The results show that the GRID scale performs as well as the SD scale with respect to different criteria, such as reliability and discriminant, convergent, nomological and predictive validity. However, it allows to measure separately indifference and ambivalence.

Such a distinction assists decision-makers with recommendations on different strategies not only to create customer loyalty based on satisfaction but also to encourage them to think how to decrease the levels of dissatisfaction and ambivalence.

The GRID scale would address survey needs of every business suffering from average performances. This tool provides them better in-depth overall satisfaction information, especially regarding the “middle-ground” customers.

Many firms measure customer satisfaction on an attribute‐by‐attribute level. Past research has shown that halo errors can pose a serious threat to the interpretability of such data. Examines three factors that potentially reduce halo, using a combination of an experimental and quasi‐experimental research design. Three conclusions were drawn. First, measurement after consumption showed less halo than delayed measurement. Second, relative rating scales contained less halo than standard satisfaction scales. Third, an interaction effect was found between the number of attributes to be evaluated and the rating scale used. The evaluation of many attributes reduced halo in comparison to an evaluation of few attributes when a standard satisfaction rating scale was used. However, when the more complex relative rating scale was used, halo was not reduced when subjects had to evaluate a large number of attributes, perhaps due to the increased complexity of the task.

This study investigates the relationship between self-compassion and life satisfaction, and there is a significant statistical correlation between some dimensions of the self-compassion scale (family, self-kindness, common human feelings and mental alertness).

The researcher used the Self-Compassion scale prepared by Neff (2003) translated by the researchers, in a sample of 150 students in Egypt, and Multidimensional Student’s Life Satisfaction Scale, developed by Huebner et al. (1998) translated by the researchers.

The results of the study showed that self-compassion is high in university students. The study also showed a negative correlation with the dimension of psychological self-judgment and life satisfaction, as it indicated the possibility of predicting life satisfaction through the dimensions of self-compassion, except for the dimensions of isolation and autism, and excessive communication with the self. It also indicated that there are no differences between males and females as far as the variable of self-compassion, as well as the absence of differences between males and females as far as the variable of satisfaction with life is concerned. However, the family dimension showed a difference in favor of males.

The inclusion of extension programs to develop self-compassion for various segments of society in light of the continuing corona pandemic, and paying attention to religious counseling programs that support the use of spiritual values in self-strengthening which is reflected in the strengthening of psychological resilience and thus a sense of satisfaction with life.

The purpose of this paper is to develop and validate measurement scales for consumer delight and outrage.

The paper used both qualitative, survey, and experiment methodology.

First, develop and validate the scale of customer delight, second, conceptualize the construct of customer outrage, as well as develop and validate its scale; third, explore the differential behavioral results of delight vs satisfaction, and outrage vs dissatisfaction; and fourth, further our understanding of the satisfaction-dissatisfaction continuum.

While researchers increasingly recognize that delight and outrage are distinct from satisfaction and dissatisfaction, it is important to have scales that differentiate between these constructs. To this end, this paper develops and validates scales to measure consumer delight and outrage, respectively. These scales will be useful to other researchers interested in measuring consumer delight and outrage in various research contexts.

This paper aims to describe the findings of a study investigating the relationships between teacher attitudes to teaching mathematics, teacher self-efficacy, student achievement and teacher job satisfaction in Taiwan.

Data were collected from 110 fifth grade primary school teachers and their students (n = 2,334) between 10 and 10 years old. A teacher questionnaire and a criterion-reference test in mathematics were distributed during the academic year 2016–2017. The data were analysed using confirmatory factor analysis and stepwise linear regression.

The results revealed that teacher attitudes to teaching mathematics, efficacy in classroom environment and student achievement in mathematics could, to some extent, explain variations in teacher job satisfaction. Of all the variables, teacher attitudes to teaching mathematics explained the largest portion of the variance in teacher job satisfaction.

These findings support the proposition that teacher attitudes to teaching mathematics affect teacher job satisfaction, which is in turn, translatable into enhanced teacher effectiveness. It is important to note that this study explores the impact of student achievement on teacher job satisfaction (and not the other way round), which is a relationship that remains under-researched and needs further investigation. Implications of the findings are discussed, and suggestions for further studies are provided.

The purpose of this research is to develop and empirically test a model to examine the major factors affecting patients' satisfaction that depict and estimate the relationships between service quality, patient's emotions, expectations and involvement.

The approach was tested using structural equation modeling, with a sample of 317 patients from six Portuguese public healthcare centres, using a revised SERVQUAL scale for service quality evaluation and an adapted DESII scale for assessing patient emotions.

The scales used to evaluate service quality and emotional experience appears valid. The results support process complexity that leads to health service satisfaction, which involves diverse phenomena within the cognitive and emotional domain, revealing that all the predictors have a significant effect on satisfaction.

The emotions inventory, although showing good internal consistency, might be enlarged to other typologies in further research – needed to confirm these findings.

Patient's satisfaction mechanisms are important for improving service quality.

The research shows empirical evidence about the effect of both patient's emotions and service quality on satisfaction with healthcare services. Findings also provide a model that includes valid and reliable measures.