Constructing an empirically derived measure for customer contact
成果类型：
Article
署名作者：
Kellogg, DL; Chase, RB
署名单位：
University of Southern California
刊物名称：
MANAGEMENT SCIENCE
ISSN/ISSBN：
0025-1909
DOI：
10.1287/mnsc.41.11.1734
发表日期：
1995
页码：
1734-1749
关键词：
摘要：
This research provides an empirically derived measurement model for customer contact, a widely used construct in service management. The model was created by applying two psychometric scaling techniques, Multidimensional Scaling (MDS) and the method of paired comparisons, and Content Analysis, to the ratings and responses of service research experts. MDS showed that the construct of Customer Contact is multidimensional and complex. An interval scale was developed using the paired comparison methodology, and a measurement model was developed using this contact scale. The central finding was that the degree or level of contact can be measured at the episode level by averaging the normalized values of communication time, the information richness, and the level of intimacy. The uses of the measurement model include refining current research and reevaluating past research, developing contingency models for service quality and design, and providing practitioners with a richer understanding of customer contact to facilitate service system design.