Customer Rage (Non-Verbal Expressions)

What it measures

A four-item Likert-type scale designed to measure with four, five-point items.

Response format

5-point scale

Scale items

• Shook my head at the service employee(s)
• Rolled my eyes at the service employee(s)
• Gave the service employee(s) dirty looks
• Glared 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.

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