Dehumanization of the Employee

Name: Dehumanization of the Employee
Creator: Sun, Y., Wang, X., Hoegg, J., & Dahl, D. W.
Published: 2023
License: https://psychometricscales.com/methodology.html

Belief That an Employee Behaves in an Unemotional, Robot-Like Manner

4 items 2023 α 0.79 to 0.92 across studies Free Sun, Y., Wang, X., Hoegg, J., & Dahl, D. W.

What it measures

This scale measures how mechanical, unemotional, cold, and robot-like an employee is perceived to have acted while performing their job. Sun, Wang, Hoegg, and Dahl (2023) used it across several studies and pretests examining dehumanization in embarrassing service encounters.

Scale items

_____ did his/her job in a mechanical way.
_____ was unemotional.
_____ was cold.
_____ acted like a robot.

Citation

Sun, Yixia, Xuehua Wang, JoAndrea Hoegg, and Darren W. Dahl (2023), "How Consumers Respond to Embarrassing Service Encounters: A Dehumanization Perspective," Journal of Marketing Research, 60 (4), 646-664.

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