Corporate Social Responsibility and Frontline Service Employee Job Performance Model
Measures frontline service employees' perceptions of corporate social responsibility, workplace incivility, affect, customer orientation, and job performance.
Scale Development & Technical Details
Scale Overview
The Corporate Social Responsibility and Frontline Service Employee Job Performance Model was developed by Choi, Wook-Hee; Oh, Se-Hyung; Kim, Kihyon; Hur, Won Moo (2023). It is designed to measure Corporate Social Responsibility, Job Performance, Workplace Incivility, Affect, Customer Orientation. The scale is intended for use with Frontline service employees.
Scale Structure
This instrument consists of 34 items organized into 7 factors/subscales: Corporate Social Responsibility Perceptions, Customer Incivility, Coworker Incivility, Positive Affect, Negative Affect, Customer Orientation, Job Performance.
| Factor / Subscale | Items | N |
|---|---|---|
| Corporate Social Responsibility Perceptions | 1,2,3 | 3 |
| Customer Incivility | 4,5,6,7,8,9,10,11,12 | 9 |
| Coworker Incivility | 13,14,15,16 | 4 |
| Positive Affect | 17,18,19,20,21 | 5 |
| Negative Affect | 22,23,24,25,26 | 5 |
| Customer Orientation | 27,28,29,30 | 4 |
| Job Performance | 31,32,33,34 | 4 |
Response Format
Respondents rate each item using a custom response format.
Response anchors: 1 = Strongly Disagree / Never, 2 = Disagree / Rarely, 3 = Neutral / Sometimes, 4 = Agree / Quite Often, 5 = Strongly Agree / Very Often.
Scoring
Items are scored by subscale, with each subscale sum representing a distinct dimension.
Total scores range from 34 to 170. Interpretation guidelines:
- Low overall score: 34 – 79
- Moderate overall score: 80 – 124
- High overall score: 125 – 170
Psychometric Properties
Internal Consistency: The scale has demonstrated good to excellent internal consistency with reported Cronbach’s alpha values of Cronbach's alpha ranged from 0.85 to 0.94.
Administration
The scale is self-administered and typically takes approximately 10 minutes to complete. It can be administered individually or in group settings. No special training is required for administration.