Development and validation of the Customer-Centered Behavior measure

John W. Michel, Michael J. Tews and Michael J. Kavanagh

The Service Industries Journal, 2014, vol. 34, issue 13, 1075-1091

Abstract: The purpose of this study was to develop and validate a new measure of customer service job performance - the Customer-Centered Behavior (CCB) measure. The CCB measure draws on the content of over 15 existing measures, but captures in-role service performance focused on customer interactions in a multidimensional framework. Three studies were conducted to develop and validate the new measure. Study 1 addresses the item generation process and examines the initial factor structure. Results demonstrate that service behaviors are best represented as a second-order construct composed of three first-order factors - assurance, responsiveness, and recommendation behaviors. Study 2 confirms the factor structure and provides evidence for the measure's predictive validity. Finally, Study 3 provides evidence for incremental validity above other service performance measures.

Date: 2014
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DOI: 10.1080/02642069.2014.939640

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