Dysfunctional Customer Behavior (Self)

What it measures

A four-item likert scale designed to measure with four, seven-point likert-type items.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• If others had witnessed my behavior, they would have thought it was inappropriate behavior within that specific
• In hindsight, I acknowledge that my behavior is not what is expected of customers within that service outlet.
• I believe that others would generally view my behavior as acceptable in today’s society. (r)
• If others had witnessed my behavior, they would have thought it was acceptable behavior within that specific

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Internal consistency (alpha = .91) was reported in the primary study. Convergent and discriminant validity evidence was provided by the original authors.

Citation

Reynolds, Kate L. and Lloyd C. Harris (2009), "Dysfunctional Customer Behavior Severity: An Empirical Examination," Journal of Retailing, 85 (3), 321-335.

Keywords