The development and validation of a customer incivility scale

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dc.contributor.advisor Holmvall, Camilla Marita, 1972-
dc.creator Wilson, Nicole L. 2011-09-16T12:09:02Z 2011-09-16T12:09:02Z 2010
dc.identifier.other BJ1533 C9 W55 2010
dc.description 76 leaves ; 29 cm. en_CA
dc.description Includes abstract and appendices.
dc.description Includes bibliographical references (leaves 60-69).
dc.description.abstract Little research has examined sources of workplace incivility outside of the organization. Customer-employee interactions are important to study, however, because most employees interact with customers more than with supervisors and coworkers (Dormann & Zapf, 2004) and evidence suggests that deviance is more common from those outside (vs. inside) the organization (Grandey, Kern, & Frone, 2007; Schat & Kelloway, 2005). Employee-customer interactions are governed by different policies, and are often short term and non-reoccurring. The purpose of these encounters also differs from employee-employee interactions. Given these differences, current workplace incivility scales--designed to assess intra-organizational incivility--may not be appropriate to assess customer incivility. Thus, I conducted two studies to develop and initially validate a customer incivility scale. Study 1 used focus groups of retail and restaurant employees ( N =30) to elicit a list of uncivil customer behaviours, based on which 27 initial scale items were written. Study 2 used a correlational survey approach ( N = 92) to garner initial evidence for the scale's psychometric properties. The scale demonstrated high internal consistency. Weak to moderate correlations with other customer deviance measures (i.e., justice, aggression, violence) provided evidence for discriminant validity. Significant relationships between the scale and employee job satisfaction, turnover intentions, job-related strain, and general psychological strain provided evidence for criterion-related validity. The scale thus demonstrates promising psychometric qualities, although it needs further validation and refinement. en_CA
dc.description.provenance Submitted by Dianne MacPhee ( on 2011-09-16T12:09:02Z No. of bitstreams: 0 en
dc.description.provenance Made available in DSpace on 2011-09-16T12:09:02Z (GMT). No. of bitstreams: 0 Previous issue date: 2010 en
dc.language.iso en en_CA
dc.publisher Halifax, N.S. : Saint Mary's University en_CA
dc.subject.lcc BJ1533.C9
dc.subject.lcsh Courtesy in the workplace
dc.subject.lcsh Consumers
dc.subject.lcsh Psychometrics
dc.title The development and validation of a customer incivility scale en_CA
dc.title.alternative Customer incivility scale en_CA
dc.type Text en_CA Master of Science in Applied Psychology Masters Psychology Saint Mary's University (Halifax, N.S.)
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