Motivations leading to customer citizenship behavior in services: scale development and validation
Abstract
Purpose
The purpose of this study is to better understand customer citizenship behavior (CCB) motivation through the development and validation of a new scale to measure the CCB motivation (CCBM) construct.
Design/methodology/approach
The mixed-methods study, combination of qualitative and quantitative research, is used to develop the scale item that measures CCBM. For nomological validity testing, data were collected from customers who had transacted with a specific service provider business in the past six months. Data were analyzed using structural equation modeling.
Findings
This study suggests that CCBM can be reliably measured by 12 items, composed of four sub-dimensions, self-enhancement, personal principles, desire to support the service provider and perception of the service provider’s past performance. In addition, nomological validity testing through three empirical models confirms that CCBM is a multi-dimensional construct with a second-order nature and an antecedent that positively influences CCB.
Originality/value
The research provides an original view regarding CCBM scale development in the services contexts and makes invaluable contributions to understanding a variety of motivations that lead customers to voluntary participation behaviors.
Keywords
Citation
Choi, L. and Lotz, S. (2016), "Motivations leading to customer citizenship behavior in services: scale development and validation", Journal of Consumer Marketing, Vol. 33 No. 7, pp. 539-551. https://doi.org/10.1108/JCM-01-2016-1683
Publisher
:Emerald Group Publishing Limited
Copyright © 2016, Emerald Group Publishing Limited