Dysfunctional Customer Behavior (Other Shoppers)

What it measures

A six-item likert scale designed to measure the degree to which a customer believes that the behavior of other customers in a particular store was inappropriate.

Response format

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

Scale items

• Fellow customers behaved in a pleasant manner. (r)
• Fellow customers behaved in a way that I was not expecting.
• I enjoyed being around the other customers in the __________. (r)
• Fellow customers conducted themselves in a manner that I did not find appropriate.
• Fellow customers behaved in a way that I found to be unpleasant.
• Fellow customers behaved in a way that I did not agree with.

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

Usage notes & scoring

Internal consistency (alpha = .94) 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