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.
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
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