The customer compatibility scale: measuring service customers' perceptions of fellow customers

Customers forced to share the service environment may not react favourably to one anothers' behaviour or presence-possibly jeopardizing customer satisfaction with the overall service experience and thereby risking future patronage. This study introduces a 19-item customer compatibility scale that measures the extent of interaction between customers within a business's physical environment and whether it leads to satisfaction or dissatisfaction. An overview of the scale's development is presented, including evidence indicating the reliability and validity of the scale. Recommendations are made for future research, and practitioner applications of the scale are discussed.