Scale Development of Customers’ Reactions to Other-Customer Misbehavior
Customer misbehavior tends to descend service delivery efficiency and social civilization and has become an important and difficult problem of service enterprises, with a small amount of researches and even less in China. The studies remain on the qualitative analysis and the quantity of researches on the consequence is the least. Therefore, based on the existing literature review, deep interviews and open questionnaires survey, this paper uses the widely accepted tool for the development of measurement methods, and develops a reliable and effective scale of customers’ reactions to other-customer misbehavior, which could be the measurement tool for further researches.
Helen Zhang, Gang Shen and David Jin
Y. Ma et al., "Scale Development of Customers’ Reactions to Other-Customer Misbehavior", Advanced Materials Research, Vols. 204-210, pp. 528-532, 2011