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Development and validation of the Customer-Centered Behavior measure

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  • John W. Michel
  • Michael J. Tews
  • Michael J. Kavanagh

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.

Suggested Citation

  • John W. Michel & Michael J. Tews & Michael J. Kavanagh, 2014. "Development and validation of the Customer-Centered Behavior measure," The Service Industries Journal, Taylor & Francis Journals, vol. 34(13), pages 1075-1091, September.
    • Handle: RePEc:taf:servic:v:34:y:2014:i:13:p:1075-1091
    DOI: 10.1080/02642069.2014.939640
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