A three-item scale measuring a focal customer's perception of how unfriendly other customers in the service environment are toward employees. Albrecht et al. (2017) developed it by adapting items from related scales measuring unfriendly customer behaviour, and used it in Study 2 with participants recruited in cafes and cafeterias. Two items are reverse-scored, and the scale was designed to sit within a broader measurement model including other social norm and friendliness constructs.
Albrecht, A.K., Walsh, G., Brach, S., Gremler, D.D., & van Herpen, E. (2017). The influence of service employees and other customers on customer unfriendliness: A social norms perspective. Journal of the Academy of Marketing Science, 45(6), 827–847.
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