Attitude Toward Offshore Services (Foreign Worker Enmity)

What it measures

A five-item scale measuring hostile and avoidant attitudes toward foreign service workers, reflecting an active enmity that goes beyond communication difficulty to include social rejection and discriminatory behaviours. Items tap negative stereotyping of foreign accent as intelligence indicator, condescending communication behaviours, approval of mistreating foreign service workers, social exclusion, and call-avoidance behaviour. This subscale captures the most extreme negative attitudinal dimension in the OFFSERVSENT battery.

Representative items

• I would not want to be friends with an overseas service agent.
• I hang-up on service agents with foreign accents.

Citation

Thelen, Shawn, John B. Yoo, and Vincent P. Magnini (2011). An assessment of the validity of consumer sentiments toward offshoring. Journal of Service Research, 14(4), 380–397.