Customer Mistreatment Measurement 消费者无礼行为

简介

消费者无礼行为是工作场所中惯常发生的现象。当遭受消费者无礼行为后，员工会经历疲惫、衰竭和压力等增加的体验。消费者无礼行为亦因使员工暴露于长期无礼环境下而产生反生产行为、回撤行为等而消极影响企业绩效。

量表

During today's work, how many customers have behaved in the following ways toward you? 1.Demanded special treatment.
2.Said inappropriate things.
3.Yelled at you.
4.Used inappropriate gesture/body language.
5.Got angry at you even over minor matters.
6.Complained without reason.
7.Vented their bad mood out on you.
8.Refused to listen to you.

计分方法

所有题项计算平均分

量表出处

Yue, Y., Wang, K. L., & Groth, M. (2017). Feeling bad and doing good: The effect of customer mistreatment on service employee’s daily display of helping behaviors. Personnel Psychology, 70(4), 769–808. https://doi.org/10.1111/peps.12208

友情提醒

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