Customer-Directed Counterproductive Work Behaviour Scale

The Customer-Directed Counterproductive Work Behaviour (CD-CWB) scale measures the extent to which an employee engages in intentional, voluntary behaviors that harm or negatively affect customers during service delivery or customer interactions. The instrument consists of 10 items assessed on a modified 4-point Likert scale. Instruction: Indicate the frequency with which the following incidence occur in your relationship with customers in your workplace.