DocumentCode
3337429
Title
Customer engagement behavior: Scale development and validation
Author
Yu Hongyan ; Veeck, Ann ; Mingxuan You
Author_Institution
Sun Yat-Sen Univ., Guangzhou, China
fYear
2015
fDate
22-24 June 2015
Firstpage
1
Lastpage
6
Abstract
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.
Keywords
consumer behaviour; customer relationship management; formal logic; customer engagement behavior; customer management; scale development and validation; scale fowling; service-dominant logic; value co-creation theory; Companies; Interviews; Load modeling; Loading; Reliability; Testing; Customer Engagement Behaviors Service-dominant Logic; Value Co-creation;
fLanguage
English
Publisher
ieee
Conference_Titel
Service Systems and Service Management (ICSSSM), 2015 12th International Conference on
Conference_Location
Guangzhou
Print_ISBN
978-1-4799-8327-8
Type
conf
DOI
10.1109/ICSSSM.2015.7170250
Filename
7170250
Link To Document