Customer Rage (Verbal Expressions)
CRCustomer Rage (Verbal Expressions)
6 items
2002
α .84
Free
Deffenbacher, J. L., & Swaim, R. C.
What it measures
A five-item scale measuring customer rage.
Response format
5-point scale
Scale items
- Swore/cursed aloud during my interaction with the service employee(s)
- Made negative comments about the service employee(s) or organization aloud
- Made insulting remarks to the service employee(s)
- Yelled at the service employee(s)
- Raised my voice at the service employee(s)
- Respondents were asked to indicate how likely they were to engage in a these behaviors after some service failure. The exact instructions and verbal anchors used
Full scale items shown. Always cite the original source when using this scale in research.
Usage notes & scoring
Convergent and discriminant validity evidence was provided by the original authors.
Citation
Deffenbacher, Jerry L., Rebekah S. Lynch, Eugene R. Oetting and Randall C. Swaim (2002), “The Driving Anger Expression Inventory: A Measure of How People Express Their Anger on the Road,” Behaviour Research and Therapy, 40 (6), 717–3.