Some of my papers are not available electronically
from the publishing journal, so I have put them on here for easy
access.
This paper examined the
reliability and validity of 'mystery shopping'.
This paper examined the
effect of using a scale 'mid-point' in a survey compared to not
using it.
This paper examined the
well-worn SERVQUAL theme but sought to identify if the SERVQUAL
dimensions emerged when trained raters, not customers, evaluated
service quality.
This paper examined the
verbal version of the Juster Purchase Probability scale to see if
the scores differed according to the scale anchors used.
This paper examines the
difference in data from using either 5 or 11 point Likert
scales