The development and validation of the incivility from customers scale

Journal of Occupational Health Psychology

Volumn 18, Issue 3, 2013, Pages 310-326

  Wilson, Nicole L ^a,b   Holmvall, Camilla M ^a  

^a SAINT MARY S UNIVERSITY   (Canada)

^b UNIVERSITY OF ALBERTA   (Canada)

Author keywords

Customer; Customer incivility; Workplace incivility

Indexed keywords

ADULT; AGGRESSION; ARTICLE; ATTENTION; COMPETENCE; CONSTRUCT VALIDITY; CONSUMER ATTITUDE; CONVERGENT VALIDITY; CRITERION RELATED VALIDITY; CUSTOMERS SCALE; DISCRIMINANT VALIDITY; FEMALE; HUMAN; INCIVILITY; INTERNAL CONSISTENCY; INTERPERSONAL COMMUNICATION; JOB SATISFACTION; JUSTICE; MALE; MENTAL STRESS; PRIORITY JOURNAL; RATING SCALE; READING; RELIABILITY; SELF ESTEEM; VALIDATION STUDY; WORK EXPERIENCE; WORKPLACE; YOUNG ADULT;

ADOLESCENT; ADULT; AGGRESSION; CONFLICT (PSYCHOLOGY); CONSUMER SATISFACTION; FACTOR ANALYSIS, STATISTICAL; FEMALE; HUMANS; INTERPERSONAL RELATIONS; JOB SATISFACTION; MALE; MIDDLE AGED; QUESTIONNAIRES; REPRODUCIBILITY OF RESULTS; SOCIAL BEHAVIOR; WORKPLACE; YOUNG ADULT;

EID: 84893502904     PISSN: 10768998     EISSN: 19391307     Source Type: Journal    
DOI: 10.1037/a0032753     Document Type: Article

References (93)

1. Aiken, L. S., & West, S. G. (1991). Multiple regression: Testing and interpreting interactions. Newbury Park, CA: Sage.
2. Andersson, L., & Pearson, C. (1999). Tit for tat? The spiraling effect of incivility in the workplace. Academy of Management Review, 24, 452-471.
3. Andrews, M. C., & Kacmar, K. M. (2001). Impression management by association: Construction and validation of a scale. Journal of Vocational Behavior, 58, 142-161. doi:10.1006/jvbe.2000.1756
4. Banks, M. H., Clegg, C. W., Jackson, P. R., Kemp, N. J., Stafford, E. M., & Wall, T. D. (1980). The use of the General Health Questionnaire as an indicator of mental health in occupational studies. Journal of Occupational Psychology, 53, 187-194. doi:10.1111/j.2044-8325.1980 .tb00024.x
5. Barker-Caza, B., & Cortina, L. (2007). From insult to injury: Explaining the impact of incivility. Basic and Applied Social Psychology, 29, 335-350. doi:10.1080/01973530701665108
6. Barling, J., Rogers, A. G., & Kelloway, E. K. (2001). Behind closed doors: In-home workers experience of sexual harassment and workplace violence. Journal of Occupational Health Psychology, 6, 255-269. doi: 10.1037/1076-8998.6.3.255
7. Ben-Zur, H., & Yagil, D. (2005). The relationship between empowerment, aggressive behaviors of customers, coping, and burnout. European Journal of Work and Organizational Psychology, 14, 81-99. doi:10.1080/ 13594320444000281
8. Bies, R. J., & Moag, J. S. (1986). Interactional justice: Communication criteria of fairness. In R. J. Lewicki, B. H. Sheppard, & M. H. Bazerman (Eds.), Research on negotiation in organizations (Vol. 1, pp. 43-55). Greenwich, CT: JAI Press.
9. Bitner, M. J. (1990). Evaluating service encounters: The effect of physical surroundings and employee responses. Journal of Marketing, 54, 69-82. doi:10.2307/1251871
10. Bitner, M. J., Booms, B. H., & Tetrault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54, 71-84. doi:10.2307/1252174
11. Blau, G., & Andersson, L. (2005). Testing a measure of instigated workplace incivility. Journal of Occupational and Organizational Psychology, 78, 595-614. doi:10.1348/096317905X26822
12. Brayfield, A. H., & Rothe, H. F. (1951). An index of job satisfaction. Journal of Applied Psychology, 35, 307-311. doi:10.1037/h0055617
13. Browne, M. W., & Cudeck, R. (1993). Alternative ways of assessing model fit. In K. A. Bollen, & J. S. Long (Eds.), Testing structural equation models (pp. 136-162). Newbury Park, CA: Sage.
14. Brymer, R. A. (1991). Employee empowerment: A guest-driven leadership strategy. The Cornell Hotel and Restaurant Administration Quarterly, 32, 58-68.
15. Camman, C., Fichman, M., Jenkins, G., & Klesh, J. (1983). Assessing attitudes and perceptions of organizational members. In S. Seashore, E. Lawlor, P. Mirvis, & C. Camman (Eds.), Assessing organizational change: A guide to methods, measures, and practices (pp. 71-138). New York, NY: Wiley and Sons.
16. Campbell, D. T., & Fiske, D. W. (1959). Convergent and discriminant validation by the multitrait-multimethod matrix. Psychological Bulletin, 56, 81-105. doi:10.1037/h0046016
17. Clark, L. A., & Watson, D. (1995). Constructing validity: Basic issues in objective scale development. Psychological Assessment, 7, 309-319. doi:10.1037/1040-3590.7.3.309
18. Cohen, J. (1988). Statistical power analysis for the behavioral sciences. (2nd ed.). Hillsdale, NJ: Erlbaum.
19. Cohen, J., Cohen, P., West, S. G., & Aiken, L. (2003). Applied multiple regression/correlation analysis for the behavioral sciences (3rd ed.). Hillsdale, NJ: Erlbaum.
20. Colquitt, J. A. (2001). On the dimensionality of organizational justice: A construct validation of a measure. Journal of Applied Psychology, 86, 386-400. doi:10.1037/0021-9010.86.3.386
21. Cook, J. D., Hepworth, S. J., Wall, T. D., & Warr, P. B. (1981). The experience of work: A compendium and review of 249 measures and their use. London, UK: Academic Press.
22. Cortina, L. M., Magley, V. J., Hunter Williams, J. H., & Langhout, R. D. (2001). Incivility in the workplace: Incidence and impact. Journal of Occupational Health Psychology, 6, 64-80. doi:10.1037/1076-8998.6 .1.64
23. Crocker, L., & Algina, J. (2006). Introduction to classical and modern test theory. Mason, OH: Thomson Wadsworth.
24. Cronbach, L. J., & Meehl, P. C. (1955). Construct validity in psychological tests. Psychological Bulletin, 52, 281-302. doi:10.1037/h0040957
25. DeVellis, R. F. (2012). Scale development: Theory and applications (3rd ed.). In L. Bickman and D. J. Rog (Eds.), Applied social research methods series. Los Angeles, CA: Sage.
26. Diefendorff, J. M., & Croyle, M. H. (2008). Antecedents of emotional display rule commitment. Human Performance, 21, 310-332. doi: 10.1080/08959280802137911
27. Dormann, C., & Zapf, D. (2004). Customer-related social stressors and burnout. Journal of Occupational Health Psychology, 9, 61-82. doi: 10.1037/1076-8998.9.1.61
28. Douglas, S. C., Kiewitz, C., Martinko, C., Harvey, P., Kim, Y., & Chun, J. U. (2008). Cognitions, emotions, and evaluations: An elaboration likelihood model for workplace aggression. Academy of Management Review, 33, 425-451. doi:10.5465/AMR.2008.31193490
29. Fabrigar, L. R., Wegener, D. T., MacCallum, R. C., & Strahan, E. J. (1999). Evaluating the use of exploratory factor analysis in psychological research. Psychological Methods, 4, 272-299. doi:10.1037/1082-989X.4.3.272
30. Frone, M. R. (2000). Interpersonal conflict at work and psychological outcomes: Testing a model among young workers. Journal of Occupational Health Psychology, 5, 246-255. doi:10.1037/1076-8998.5.2.246
31. Gettman, H. J., & Gelfand, M. J. (2007). When the customer shouldn't be king: Antecedents and consequences of sexual harassment by clients and customers. Journal of Applied Psychology, 92, 757-770. doi:10.1037/ 0021-9010.92.3.757
32. Glomb, T. M. (2002). Workplace anger and aggression: Informing conceptual models with data from specific encounters. Journal of Occupational Health Psychology, 7, 20-36. doi:10.1037/1076-8998.7.1.20
33. Grandey, A. A., Dickter, D. N., & Sin, H. P. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25, 397-418. doi: 10.1002/job.252
34. Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology, 12, 63-79. doi:10.1037/1076-8998.12.1.63
35. Grandey, A. A., Tam, A. P., & Brauburger, A. L. (2002). Affective states and traits in the workplace: Diary and survey data from young workers. Motivation and Emotion, 26, 31-55. doi:10.1023/A:1015142124306
36. Greenberg, L., & Barling, J. (1999). Predicting employee aggression against coworkers, subordinates, and supervisors: The roles of person behaviors and perceived workplace factors. Journal of Organizational Behavior, 20, 897-913. doi:10.1002/(SICI)1099-1379(199911)20: 6=897::AID-JOB9753.0.CO;2-Z
37. Gutek, B. A. (1995). The dynamics of service: Reflections on the changing nature of customer/provider interactions. San Francisco, CA: Jossey-Bass.
38. Gutek, B. A., Bhappu, A. D., Liao-Troth, M. A., & Cherry, B. (1999). Distinguishing between service relationships and encounters. Journal of Applied Psychology, 84, 218-233. doi:10.1037/0021-9010.84.2.218
39. Harrison, D. A., & McLaughlin, M. E. (1993). Cognitive processes in self-report responses: Tests of item context effects in work attitude measures. Journal of Applied Psychology, 78, 129-140. doi:10.1037/ 0021-9010.78.1.129
40. Hershcovis, M. S., & Barling, J. (2010). Towards a multi-foci approach to workplace aggression: A meta-analytic review of outcomes from different perpetrators. Journal of Organizational Behavior, 31, 24-44. doi: 10.1002/job.621
41. Hershcovis, M. S., Turner, N., Barling, J., Arnold, K. A., Dupré, K. E., Inness, M., LeBlanc, M. M., & Sivanathan, N. (2007). Predicting workplace aggression: A meta-analysis. Journal of Applied Psychology, 92, 228-238. doi:10.1037/0021-9010.92.1.228
42. Hinkin, T. R. (1995). A review of scale development practices in the study of organizations. Journal of Management, 21, 967-988. doi:10.1177/ 014920639502100509
43. Hinkin, T. R. (1998). A brief tutorial on the development of measures for use in survey questionnaires. Organizational Research Methods, 1, 104-121. doi:10.1177/109442819800100106
44. Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44, 513-524. doi:10.1037/ 0003-066X.44.3.513
45. Hobfoll, S. E. (2001). The influence of culture, community, and the nested-self in the stress process: Advancing conservation of resources theory. Applied Psychology: An International Review, 50, 337-370. doi:10.1111/1464-0597.00062
46. Holmvall, C. M., & Sidhu, J. (2007). Predicting customer service employees' job satisfaction and turnover intentions: The roles of customer interactional injustice and interdependent self-construal. Social Justice Research, 20, 479-496. doi:10.1007/s11211-007-0049-5
47. House, R., & Rizzo, J. (1972). Role conflict and ambiguity as critical variables in a model of organizational behavior. Organizational Behavior and Human Performance, 7, 467-505. doi:10.1016/0030-5073(72)90030-X
48. Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6, 1-55. doi:10.1080/10705519909540118
49. Hunsley, J., & Meyer, G. J. (2003). The incremental validity of psychological testing and assessment: Conceptual, methodological, and statistical issues. Psychological Assessment, 15, 446-455. doi:10.1037/1040-3590.15.4.446
50. Johnson, P. R., & Indvik, J. (2001). Rudeness at work: Impulse over restraint. Public Personnel Management, 30, 457-465.
51. Kelloway, E. K. (1996). Common practices in structural equation modeling. In C. L. Cooper & I. T. Robertson (Eds.), International review of industrial and organizational psychology (Vol. 11, pp. 141-180). London, UK: Wiley.
52. Kern, J. H., & Grandey, A. A. (2009). Customer incivility as a social stressor: The role of race and racial identity for service employees. Journal of Occupational Health Psychology, 14, 46-57. doi:10.1037/ a0012684
53. Landon, E. L. (1977). A model of consumer complaint behavior. In R. L. Day (Ed.), Consumer satisfaction, dissatisfaction, and complaining behavior. Bloomington, IN: Indiana University.
54. Le, H., Schmidt, F. L., Harter, J. K., & Lauver, K. J. (2010). The problem of empirical redundancy of constructs in organizational research: An empirical investigation. Organizational Behavior and Human Decision Processes, 112, 112-125. doi:10.1016/j.obhdp.2010.02.003
55. LeBlanc, M. M., & Kelloway, E. K. (2002). Predictors and outcomes of workplace violence and aggression. Journal of Applied Psychology, 87, 444-453. doi:10.1037/0021-9010.87.3.444
56. Lim, S., Cortina, L. M., & Magley, V. J. (2008). Personal and workgroup incivility: Impact on work and health outcomes. Journal of Applied Psychology, 93, 95-107. doi:10.1037/0021-9010.93.1.95
57. Marshall, K. (2010). Employment patterns of postsecondary students. Perspectives on labor and income (pp. 1-17). Statistics Canada Catalogue no. 75-001-X. Retrieved January 10, 2011 from, http://www .statcan.gc.ca/pub/75-001-x/2010109/pdf/11341-eng.pdf
58. Martin, R. J., & Hine, D. W. (2005). Development and validation of the Uncivil Workplace Behavior Questionnaire. Journal of Occupational Health Psychology, 10, 477-490. doi:10.1037/1076-8998.10.4.477
59. Miner-Rubino, K., & Cortina, L. M. (2007). Beyond targets: Consequences of vicarious exposure to misogyny at work. Journal of Applied Psychology, 92, 1254-1269. doi:10.1037/0021-9010.92.5.1254
60. Pearson, C. M. (1999). Rude managers make for bad business. Workforce, 78, 18.
61. Pearson, C. M., Andersson, L. M., & Wegner, J. W. (2001). When workers flout convention: A study of workplace incivility. Human Relations, 54, 1387-1419. doi:10.1177/00187267015411001
62. Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879-903. doi:10.1037/0021-9010.88.5.879
63. Pratt, L. L., & Barling, J. (1988). Differentiating between daily events, acute, and chronic stressors: A framework and its implications. In J. Hurrell (Ed.), Occupational stress: Issues and developments in research (pp. 41-51). New York, NY: Taylor & Francis.
64. Reynolds, K. L., & Harris, L. C. (2005). When service failure is not service failure: An exploration of the forms and motives of "illegitimate" customer complaining. Journal of Services Marketing, 19, 321-335. doi:10.1108/08876040510609934
65. Rogers, K. A., & Kelloway, E. K. (1997). Violence at work: Personal and organizational outcomes. Journal of Occupational Health Psychology, 2, 63-71. doi:10.1037/1076-8998.2.1.63
66. Rupp, D. E., & Cropanzano, R. (2002). The mediating effects of social exchange relationships in predicting workplace outcomes from multifoci organizational justice. Organizational Behavior and Human Decision Processes, 89, 925-946. doi:10.1016/S0749-5978(02)00036-5
67. Rupp, D. E., & Spencer, S. (2006). When customers lash out: The effects of customer interactional justice on emotional labor and the mediating role of discrete emotions. Journal of Applied Psychology, 91, 971-978. doi:10.1037/0021-9010.91.4.971
68. Salin, D. (2003). Ways of explaining workplace bullying: A review of enabling, motivating and precipitating structures and processes in the work environment. Human Relations, 56, 1213-1232. doi:10.1177/ 00187267035610003
69. Satorra, A. (2000). Scaled and adjusted restricted tests in multi-sample analysis of moment structures. In R. D. H. Heijmans, D. S. G Pollock, & A. Satorra (Eds.), Innovations in multivariate statistical analysis: A festschrift for Heinz Neudecker (pp. 233-247). London, UK: Kluwer Academic Publishers. doi:10.1007/978-1-4615-4603-0_17
70. Satorra, A., & Bentler, P. M. (1999). A scaled difference chi-square test statistic for moment structure analysis (Document No. 260). Retrieved from University of California, Los Angeles, Department of Statistics website: http://statistics.ucla.edu/preprints/uclastat-preprint-1999:19
71. Schat, A. C. H., & Kelloway, E. K. (2005). Workplace aggression. In J. Barling, E. K. Kelloway, & M. R. Frone (Eds.), Handbook of workplace stress (pp. 189-218). Thousand Oaks, CA: Sage. doi:10.4135/ 9781412975995.n8
72. Schmitt, N., & Stults, D. M. (1986). Methodology review: Analysis of multitrait-multimethod matrices. Applied Psychological Measurement, 10, 1-22. doi:10.1177/014662168601000101
73. Schwab, D. P. (1980). Construct validity in organizational behavior. In B. Staw & L. L. Cummings (Eds.), Research in organizational behavior (Vol. 2, pp. 3-43). Greenwich, CT: JAI press.
74. Skarlicki, D. P., van Jaarsveld, D. D., & Walker, D. D. (2008). Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. Journal of Applied Psychology, 93, 1335-1347. doi:10.1037/ a0012704
75. Sliter, M., Jex, S., Wolford, K., & McInnerney, J. (2010). How rude! Emotional labor as a mediator between customer incivility and employee outcomes. Journal of Occupational Health Psychology, 15, 468-481. doi:10.1037/a0020723
76. Sliter, M., Sliter, K., & Jex, S. (2012). The employee as a punching bag: The effect of multiple sources of incivility in employee withdrawal behavior and sales performance. Journal of Organizational Behavior, 33, 121-139. doi:10.1002/job.767
77. Smith, P. C. (1976). Behaviors, results, and organizational effectiveness: The problem of criteria. In M. D. Dunnette (Ed.), Handbook of industrial and organizational psychology (pp. 745-775). Chicago, IL: Rand McNally.
78. Spence Laschinger, H. K., Leiter, M., Day, A., & Gilin, D. (2009). Workplace empowerment, incivility, and burnout: Impact on staff nurse recruitment and retention outcomes. Journal of Nursing Management, 17, 302-311. doi:10.1111/j.1365-2834.2009.00999.x
79. Statistics Canada. (2010a). Table 4 industrial distribution of employed students and non-student aged 15 and over. Retrieved April 4, 2012, from http://www.statcan.gc.ca/pub/75-001-x/2010109/tables-tableaux/ 11341/tbl004-eng.htm
80. Statistics Canada. (2010b). Industry-North American Classification System 2002 (433A), Sex and selected demographic, cultural, labor force, educational and income characteristics for the population 15 years and over of Canada, provinces, territories, census metropolitan areas and census agglomerations, 2006 Census-20% sample data. Retrieved June 15, 2010, from http://www12 .statcan.gc.ca/census-recensement/2006/dp-pd/tbt/Rp-eng.cfm?LANG=E& APATH=3&DETAIL=0&DIM=0&FL=A&FREE=0&GC=0&GID= 0&GK=0&GRP=1&PID=97612&PRID=0&PTYPE=88971,97154&S= 0&SHOWALL=0&SUB=0&Temporal=2006&THEME=74&VID= 0&VNAMEE=&VNAMEF=
81. Statistics Canada. (2011). Weekly hours of hourly paid employees, average, by industry, CANSIM, table 281-0033 and Catalogue no. 72-002-X. Retrieved February 27, 2012, from http://www40.statcan.ca/l01/ cst01/LABR81A-eng.htm
82. Stewart, D. W., & Shamdasani, P. N. (1990). Focus groups: Theory and practice. Newbury Park, CA: Sage.
83. Strauss, A. L., & Corbin, J. M. (1990). Basics of qualitative research: Grounded theory procedures and techniques. Newbury Park, CA: Sage.
84. Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics. (5th ed.). Needham Heights, MA: Allyn & Bacon.
85. Tabachnick, B. G., & Fidell, L. S. (2013). Using multivariate statistics. (6th ed.). Needham Heights, MA: Allyn & Bacon.
86. Taylor, S. G., & Kluemper, D. H. (2012). Linking perceptions of role stress and incivility to workplace aggression: The moderating role of personality. Journal of Occupational Health Psychology, 17, 316-329. doi: 10.1037/a0028211
87. Tepper, B. J., & Henle, C. A. (2011). A case for recognizing distinctions among constructs that capture interpersonal mistreatment in work organizations. Journal of Organizational Behavior, 32, 487-498. doi: 10.1002/job.688
88. Thurstone, L. L. (1947). Multiple-factor analysis. Chicago, IL: University of Chicago Press.
89. van Jaarsveld, D. D., Walker, D. D., & Skarlicki, D. P. (2010). The role of job demands and emotional exhaustion in the relationship between customer and employee incivility. Journal of Management, 36, 1486-1504. doi:10.1177/0149206310368998
90. Vogt, D. S., King, D. W., & King, L. A. (2004). Focus groups in psychological assessment: Enhancing content validity by consulting members of the target population. Psychological Assessment, 16, 231-243. doi: 10.1037/1040-3590.16.3.231
91. Warr, P. (1994). A conceptual framework for the study of work and mental health. Work & Stress, 8, 84-97. doi:10.1080/02678379408259982
92. Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work. In H. M. Weiss and R. Cropanzano (Eds.), Research in organizational behavior: An annual series of analytical essays and critical reviews (Vol. 18, pp. 1-74). New York, NY: Elsevier.
93. Whiteside, S. P., & Lynam, D. R. (2001). The five factor model and impulsivity: Using a structural model of personality to understand impulsivity. Personality and Individual Differences, 30, 669-689. doi: 10.1016/S0191-8869(00)00064-7