Customer Rage (Displaced Expressions)

What it measures

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

Response format

5-point scale

Scale items

• Took my anger out on other people who were with me
• Yelled at other people who were with me
• Took my anger out on other people later on after the incident
• 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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