客户参与行为:规模开发和验证

2015 12th International Conference on Service Systems and Service Management (ICSSSM) Pub Date : 2015-06-22 DOI:10.1109/ICSSSM.2015.7170250

Hongyan Yu, Ann Veeck, M. You

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引用次数: 1

摘要

虽然有一些关于顾客参与行为的相关研究，但大多是描述性的，缺乏实证研究。我们的目的是为它开发一个有效的规模。基于服务主导逻辑和价值共同创造理论，界定了企业主创企业的定义。我们进行了四项研究，以开发Hinkin提出的程序的规模家禽。所编制的CEB量表具有较好的可靠性和有效性。它丰富了客户管理理论，为实证研究提供了一种测量方法。

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Customer engagement behavior: Scale development and validation

Although there are some relevant researches on customer engagement behaviors, most of them are descriptive, without empirical study. Our purpose is to develop a validate scale for it. Based on Service-dominant Logic and Value Co-creation theory, we defined definition of CEB. We carried out four studies to developed the scale fowling the procedure Hinkin proposed. The Scale of CEB we developed is well reliable and validate. It enriched the theory of customer management and offers a measurement for empirical researches.

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2015 12th International Conference on Service Systems and Service Management (ICSSSM)

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