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A customer contact measurement model: an extension

Deborah L. Kellogg (College of Business Administration, University of Colorado at Denver, Denver, Colorado, USA)

International Journal of Service Industry Management

ISSN: 0956-4233

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

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MCB UP Ltd

Copyright © 2000, MCB UP Limited