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首页> 外文期刊>Journal of occupational health psychology >The development and validation of the incivility from customers scale.
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The development and validation of the incivility from customers scale.

机译：客户规模的吸引力的发展和验证。

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Scant research has examined customers as sources of workplace incivility, despite evidence suggesting that mistreatment is more common from organizational outsiders, including customers, than from organizational members (Grandey, Kern, & Frone, 2007; Schat & Kelloway, 2005). As an important step in extending the literature on customer incivility, we conducted two studies to develop and validate a measure of this construct. Study 1 used focus groups of retail and restaurant employees (n = 30) to elicit a list of uncivil customer behaviors, based on which we wrote initial scale items. Study 2 used a correlational survey design (n = 439) to pare down the number of scale items to 10 and to garner reliability and validity evidence for the scale. Exploratory and confirmatory factor analyses show that the scale is unidimensional and distinguishable from measures of the related, but distinct, constructs of interpersonal justice and psychological aggression from customers. Reliability analyses show that the scale is internally consistent. Significant correlations between the scale and individuals' job satisfaction, turnover intentions, and general and job-specific psychological strain provide evidence of criterion-related validity. Hierarchical regression analyses show that the scale significantly predicts three of four organizational and personal strain outcomes over and above a workplace incivility measure adapted for customer incivility, providing some evidence of incremental validity. Limitations and future research directions are discussed.
机译：尽管证据表明，包括客户在内的组织外部人员比组织成员更容易遭受虐待，但Scant研究已将客户视为工作场所不友好行为的来源（Grandey，Kern和Frone，2007年; Schat＆Kelloway，2005年）。作为扩展关于客户不满意行为的文献的重要步骤，我们进行了两项研究，以开发和验证这种构造的度量。研究1使用零售和餐饮业员工的焦点小组（n = 30）得出了一系列不文明的顾客行为，并以此为基础编写了初始规模项目。研究2使用相关调查设计（n = 439）将量表项的数量减少到10个，并获得量表的信度和效度证据。探索性和确认性因素分析表明，该量表是一维的，可与相关但截然不同的，来自客户的人际公正和心理攻击的度量相区别。可靠性分析表明，规模在内部是一致的。量表与个人的工作满意度，离职意向以及一般和针对特定工作的心理压力之间的显着相关性提供了与标准相关的有效性的证据。分层回归分析表明，该量表在预测适用于客户不习惯行为的工作场所不活跃度度量标准之上，显着预测了四个组织和个人应变结果中的三个，提供了递增有效性的一些证据。局限性和未来的研究方向进行了讨论。

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