A customer contact measurement model: an extension
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 March 2000
Abstract
This paper validates the customer contact measurement model by performing a replication using three different sample groups. The impact of customer, managerial, and cultural differences is examined. Findings indicate that all validation groups use similar variables when defining the customer contact construct. The measurement model is robust when compared to US customer and managerial validation groups. However, the applicability across culture is questioned.
Keywords
Citation
Kellogg, D.L. (2000), "A customer contact measurement model: an extension", International Journal of Service Industry Management, Vol. 11 No. 1, pp. 26-45. https://doi.org/10.1108/09564230010310277
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited