A multi-item scale measuring a customer's perception that a retail store employee was unfriendly during their visit, based on verbal and non-verbal behaviours including tone, facial expression, eye contact, and use of greetings. A rigorously developed nine-item version and a three-item short form are available. Reverse-scored items assess friendly behaviours.
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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