Table 3 Measurements Item description...

Table 3

Measurements

Item description	Item	Factor loading	Sub-variable	Variable
Some customers had excessive demands	GM1	0.46	GM	Customer mistreatment
Some customers thought they were more important than others	GM2	0.37
Wrong mood customers have emptied themselves on my head	GM3	0.61
We usually encounter inappropriate customer behavior if we make a small mistake while serving	GM4	0.51
Customers insisted on a request irrelevant to my service only to attract attention	GM5	0.62
Some customers used arrogant words to deal with us	GM6	0.55
Customers wanted the restaurant staff to do their desired work under the pretext of pandemic conditions	PRD1	0.39	PRD
When we reminded them of social distancing, they spoke violently to attract the attention of others	PRD2	0.65
Customers are angry at us, even in requests to comply with trivial principles of pandemic behavior	PRD3	0.66
Customers refused to listen about obedience to health issues	PRD4	0.53
Customers doubted our information about Corona in front of others	PRD5	0.54
Customers did not care about restaurant rules	PRA1	0.46	PRA
Customers have complained about the restaurant's corona rules for no reason	PRA2	0.49
Customers were shouting at me when I notified them of the pandemic rules	PRA3	0.59
While talking about the rules during the pandemic, they cut us off	PRA4	0.63
Customers made requests that we could not provide	PRA5	0.55
Customers’ patience decreased during the pandemic	PRA6	0.39
Some of the customer abuse is to express and attract attention	PRA7	0.57
Employees sabotage rude customers	Ss1	0.46		Service Sabotage
Employees are forced to rush customers when they want to (e.g., rushing them to eat)	Ss2	0.38
In this restaurant, I think an employee’s sabotage is somehow due to previous complexities of other violent customers	Ss3	0.26
Sometimes, staff transfers the grief from one customer to other innocent customers	Ss4	0.52
Sometimes, employees shake hands with customers to make others laugh	Ss5	0.52
Employees never show off in front of customers	Ss6	0.25
When employees are upset about a particular customer's behavior, they usually think about it for a long time and think of retaliation	Ss7	0.44
Employees sometimes slow down service on purpose	Ss8	0.26
In a pandemic situation, you never intentionally mistreat customers	Ss9	0.50
If the restaurant’s atmosphere is good, the customers will ignore an inappropriate experience	C1	0.58		Service Climate
I think the effort to measure and track the restaurant’s atmosphere to make it tranquil is quite enough	C2	0.75	C
I love and respect the hospitality culture in this restaurant	C3	0.71
I admire the efforts made at my workplace to create the proper relationship between employees and customers during a pandemic	C4	0.70
Employees receive praise and reward for service in pandemic situations	M1	0.45	M
Managers support to make adequate efforts in the quality of services	M2	0.66
There are enough tools and equipment provided for employees to offer excellent quality service	M3	0.67
Your overview of the restaurant’s performance in gaining customer satisfaction	p1	0.72		Performance
Customers praise the quality of our services to others	p2	0.89
The volume of our customers has increased compared to previous periods	p3	0.57
Financially, our profitability and input have been upward compared to previous years	p4	0.60
Customers love the atmosphere of the restaurant	p5	0.44
We provide different/customized service options to customers	p6	0.37
Our customers are loyal and have a unique sense of closeness	p7	0.30

Item description	Item	Factor loading	Sub-variable	Variable
Some customers had excessive demands	GM1	0.46	GM	Customer mistreatment
Some customers thought they were more important than others	GM2	0.37
Wrong mood customers have emptied themselves on my head	GM3	0.61
We usually encounter inappropriate customer behavior if we make a small mistake while serving	GM4	0.51
Customers insisted on a request irrelevant to my service only to attract attention	GM5	0.62
Some customers used arrogant words to deal with us	GM6	0.55
Customers wanted the restaurant staff to do their desired work under the pretext of pandemic conditions	PRD1	0.39	PRD
When we reminded them of social distancing, they spoke violently to attract the attention of others	PRD2	0.65
Customers are angry at us, even in requests to comply with trivial principles of pandemic behavior	PRD3	0.66
Customers refused to listen about obedience to health issues	PRD4	0.53
Customers doubted our information about Corona in front of others	PRD5	0.54
Customers did not care about restaurant rules	PRA1	0.46	PRA
Customers have complained about the restaurant's corona rules for no reason	PRA2	0.49
Customers were shouting at me when I notified them of the pandemic rules	PRA3	0.59
While talking about the rules during the pandemic, they cut us off	PRA4	0.63
Customers made requests that we could not provide	PRA5	0.55
Customers’ patience decreased during the pandemic	PRA6	0.39
Some of the customer abuse is to express and attract attention	PRA7	0.57
Employees sabotage rude customers	Ss1	0.46		Service Sabotage
Employees are forced to rush customers when they want to (e.g., rushing them to eat)	Ss2	0.38
In this restaurant, I think an employee’s sabotage is somehow due to previous complexities of other violent customers	Ss3	0.26
Sometimes, staff transfers the grief from one customer to other innocent customers	Ss4	0.52
Sometimes, employees shake hands with customers to make others laugh	Ss5	0.52
Employees never show off in front of customers	Ss6	0.25
When employees are upset about a particular customer's behavior, they usually think about it for a long time and think of retaliation	Ss7	0.44
Employees sometimes slow down service on purpose	Ss8	0.26
In a pandemic situation, you never intentionally mistreat customers	Ss9	0.50
If the restaurant’s atmosphere is good, the customers will ignore an inappropriate experience	C1	0.58		Service Climate
I think the effort to measure and track the restaurant’s atmosphere to make it tranquil is quite enough	C2	0.75	C
I love and respect the hospitality culture in this restaurant	C3	0.71
I admire the efforts made at my workplace to create the proper relationship between employees and customers during a pandemic	C4	0.70
Employees receive praise and reward for service in pandemic situations	M1	0.45	M
Managers support to make adequate efforts in the quality of services	M2	0.66
There are enough tools and equipment provided for employees to offer excellent quality service	M3	0.67
Your overview of the restaurant’s performance in gaining customer satisfaction	p1	0.72		Performance
Customers praise the quality of our services to others	p2	0.89
The volume of our customers has increased compared to previous periods	p3	0.57
Financially, our profitability and input have been upward compared to previous years	p4	0.60
Customers love the atmosphere of the restaurant	p5	0.44
We provide different/customized service options to customers	p6	0.37
Our customers are loyal and have a unique sense of closeness	p7	0.30

Note(s): GM: General Mistreatment PRD: Pandemic Restriction Diversion PRA: Pandemic Rules Aggression

SS: Service Sabotage M: Managerial Aspects C: Cultural Aspects

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