Development and validation of the Customer-Centered Behavior measure

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.     

Measuring customer value and satisfaction in services transactions,scale development,validation and cross‐cultural comparison

Customer value and customer satisfaction are pivotal but at the same time elusive concepts in services marketing theory. This paper focuses on discussing the relationship between these two concepts. We propose operationalization by developing and testing scales, especially operational indicators, for important dimensions and drivers of the services‐value construct. A multitrait‐multimethod design is used to test the robustness of the operationalization. Furthermore, a cross‐cultural data set is used to explore country influences using confirmatory factor analysis and structural equation models. Results indicate that the measurement construct is robust and useful in country‐comparative studies.     

The concept of consumer vulnerability: Scale development and validation

Although studies of nonrational consumer behaviour in the fields of psychology and marketing are widespread, few scholars have discussed this issue from the integrated perspective of individual characteristics and consumer welfare. Extant research has introduced the concept of consumer vulnerability to deepen the study of nonrational behaviour. The present research defines consumer vulnerability as an individual characteristic, that is, a tendency to be influenced by an external stimulation or temptation that leads to decisions harmful to the person's own welfare. To operationalize this concept, this study develops a consumer vulnerability scale. Results from exploratory factor analysis and confirmatory factor analysis reveal the following seven dimensions of consumer vulnerability: product knowledge, product promotion, marketing and emotional stress, social pressure, purchasing power, refunds policy and discrimination ability. After verifying the scale's reliability and validity, this study confirms that it can be applied to measure the degree to which consumer welfare has been harmed and predict nonrational decision‐making behaviour. Limitations and future research directions also are discussed.     

The shopping list in goal-directed shopping: scale development and validation

This paper aims to develop and validate a shopping list scale in a goal-directed shopping context based on three complementary study phases (and literature review): shopper interviews (exploratory stage to identify the items and dimensions), a pilot study with 162 respondents for scale purification, and a refined questionnaire administered to 213 respondents (to establish reliability, convergent, discriminant and nomological validity). An exploratory factor analysis shows that the items load onto four factors: memory aid, money controller, shopping controller, and deviation controller. We performed confirmatory factor analysis to test the model and check for reliability and validity of the anticipated scale. The model fit and reliability levels are acceptable, as are the convergent and discriminant validities of the scale. The scale is a second-order factor, thus satisfying nomological validity. The shopping list scale should be of interest to researchers and retail managers in exploring factors and outcomes of goal-directed shopper behaviour.     

组织学习、组织创新与组织绩效之间的关系研究——以武汉市商业银行为例

银行面对金融国际化、自由化等外在环境急剧变化的挑战,维持一定的竞争优势,是企业持续保持良好经营绩效的有效途径。通过对武汉市商业银行组织学习、组织创新与组织绩效之间关系的实证研究,探讨它们之间的相互作用。     

Conceptualising consumer economic nationalistic tendencies: scale development and validation

Economic nationalism has been identified as a critical component of nationalistic sentiment, influencing cognitions, attitudes, evaluation and purchase intentions. While a distinction is made between economic nationalism and other measures of national and international orientation (i.e. consumer ethnocentrism), previous empirical studies explore the concept in a ‘unified’ form. This study bridges this gap by developing a scale specifically tailored to measure consumer economic nationalistic tendencies. Scale generation, purification, validation and confirmation are achieved through four studies.     

The perceived credibility of quality labels: a scale validation with refinement

In this paper, we present quality labels as signals that reduce problems that arise under asymmetric information. We propose to closely scrutinize the concept of signal credibility, which is a key determinant of signalling effectiveness. In order to assess the perceived credibility of a quality label, we offer a revisited version of a scale originally proposed by Larceneux. The data used in this paper involve three different labels and were collected using self‐report surveys administered to 602 respondents. Based on findings from a variety of reliability and validity tests, the scale demonstrates good psychometric properties. Both theoretical and managerial implications are discussed, along with limitations and future research directions.     

Corporate brand image in retail banking: development and validation of a scale

Recent changes in deregulation and technology have made banking one of the most competitive sectors in the global economy. Within this background, corporate image management has gained importance as a way of differentiating companies. This paper aims to develop a scale to analyse the corporate image in banking. Derived from a review of the literature, a scale with the most cited dimensions of analysis is developed. This scale is then tested by means of an empirical study of 450 individuals, where dimensionality, reliability and validity requirements are confirmed. Both theoretical and managerial implications are presented.     

Internal brand orientation: conceptualisation,scale development and validation

Internal branding is increasingly acknowledged as a potential route to acquiring sustainable competitive advantage. However, to date no systematic attempt has been made to operationalise from an organisational perspective all imperatives for achieving brand internalisation. To address this omission, we introduce internal brand orientation as a new construct that provides a measurable and more succinct picture of internal branding. Following the literature in measurement theory, we report a series of complementary studies and develop a scale which comprises two dimensions: top management brand commitment and shared brand values. The new scale demonstrates strong psychometric evidence of reliability and validity, facilitating future research in the area. Findings can be used as a guidance by business executives in their effort to turn employees into brand ambassadors and motivate everyone in the organisation towards brand supportive behaviours.     

组织学习量表的开发

组织学习的定义与量表呈现多元化,基于国内外主要组织学习定义与量表的系统研究,整合界定了一个组织学习定义,并适用该定义,参照Churchill的量表开发程序,开发了一个组织学习量表,新开发量表包括发现、获取、比较、反思、纠错、记忆六个测量维度和18个测量项目,以两组中国企业样本数据进行了实证检验,结果表明具有较好的信度与效度。     

企业文化与企业绩效的关系研究——一致性和均衡性的观点

Building on the Competing Values Framework (CVF), we investigated the relationship between organizational culture and performance. The perspective of consistency and that of balance were applied to examine the relationship. We tested our hypotheses on a sample of 270 companies in China, which resulted in two major findings. First, the consistency between organizational culture and external environment was found positively associated with organizational performance. Consistency was operationalized as a match between an organization’s current culture and its preferred future culture. Second, balance of organizational culture was found positively correlate with organizational performance. A balanced culture was defined as one in which values of each of the CVF culture types are equally held. Translated and revised from Kexuexue yu kexue jishu guanli 科学学与科学技术맜理(Science of Science and Management of S. & T.), 2007, 28(8): 140–148     

Measurement of factors influencing online shopper buying decisions: A scale development and validation

The paper attempts to develop an ‘Online Susceptibility Scale’ (OSS) by focusing on the factors that influence shopper buying decisions in an online environment as they are not adequately addressed in the literature. The proposed scale supports the understanding of the impact of online information which leads to consumer decisions. The study involves qualitative and quantitative studies to develop the scale. Eleven items are identified for the scale development which were borrowed from literature and modified through focus group discussions. Exploratory Factor Analysis (EFA) resulted in three factor groups: Evidential online influence (five items), Confirmational online influence (three items), and Experiential online influence (three items). Confirmatory Factor Analysis (CFA) has validated the factor structure. Results indicate that the three factors explaining online information sources have a significant impact during buyer purchase decision-making. The study relates ‘Online Susceptibility Scale’ (OSS) to online retailers for exploring the online shopping influences, thereby managing their campaigns accordingly. Managerial and theoretical implications of this new scale are discussed.     

Consciousness for fair consumption: conceptualization,scale development and empirical validation

Sustainable consumption means that consumers act in an environmentally and socially responsible manner. Compared with the vast amount of studies concerning environmentally conscious consumer behaviour, relatively little is known about socially conscious consumption. The present paper focuses on fair consumption as an important aspect of social consumption. In our study, consciousness for fair consumption (CFC) is defined as a latent disposition of consumers to prefer products that are produced and traded in compliance with fair labour and business practices. A scale to measure CFC was conceptualized and tested in three independent empirical studies. Two studies were conducted at European universities (2010 and 2012) and used 352 and 362 undergraduate business students respectively. The third study, conducted in 2011, used 141 employees at a European university. The results confirmed the reliability and validity of the new CFC scale across samples. While being moderately related to other aspects of sustainable consumption such as ecological concern and moral reasoning, CFC was significantly distinct from those concepts. Most importantly, it was established that the CFC, as measured by the new CFC scale, is a strong determinant of consumption of fair trade products that has been neglected in existing research.     

Turnover intentions and organizational citizenship behaviours in Korean firms: the interactional effects of organizational and occupational commitment

This study investigated the effects of the organizational commitment and occupational commitment of employees in Korean firms on their turnover intentions and organizational citizenship behaviours. In addition, using the interactional effect analysis, this study examined the interactional effects of the two types of commitment on turnover intentions and organizational citizenship behaviours. A total of 209 employees in nine different firms participated in this study. The results revealed that organizational commitment had a negative effect on turnover intentions, while occupational commitment had a positive effect. In addition, organizational commitment had a positive effect on organizational citizenship behaviours, whereas occupational commitment did not have any noticeable effect thereupon. Both organizational commitment and occupational commitment showed certain overall interactional effects regarding organizational citizenship behaviours as well as turnover intentions.     

Relations between organizational commitment and focal and discretionary behaviours

The purpose of this paper is to analyse the relations between organizational commitment (OC) dimensions and two focal and discretionary behaviours (intention to stay and organizational citizenship behaviour). Drawing on a sample of 310 Spanish employees of small services firms, this research reveals that in contrast to recent findings that detected a nonlinear (inverted U-shaped) relationship between continuance commitment and intention to stay, the form of the relationships between OC dimensions and the proposed outcomes is linear rather than nonlinear. Furthermore, when dividing continuance commitment into two subcomponents, the research results indicate that the dimension associated with commitment based on few existing employment alternatives is significantly, negatively and linearly related to intention to stay and organizational citizenship behaviour. This suggests that the three-component model of OC suffers from a conceptual inconsistency, which is further discussed.     

Measurement of organizational investments in social capital: The service employee perspective

This paper describes the development and validation of a measure of organizational investments in social capital (OISC). The scale development process is carried out over three stages (item generation, scale purification, scale validation), with two separate data collection phases involving a total of 735 working adults from multiple and diverse service-related workplace settings. As such, the data provide evidence for the face, content, discriminant, convergent and nomological validity, dimensionality and reliability of the OISC measure. The OISC measure is a concise, unidimensional scale that has the potential for significant usage in the development and testing of theory, as well as practical application in retail and other service provision contexts.     

Measuring the shopper's attitude toward the point of sale display: Scale development and validation

In Europe alone, marketers invest several hundred million of Euros in marketing activities at the point of sale every year. A prominent role is assigned to display promotions. However, despite their large practical importance, surprisingly, there is no measure to pre-evaluate different displays and their design facets so that the display which reached the best pre-evaluation results may be identified and, if poor rated facets were found, those may be altered before production and rollout of the display in question. Therefore, this paper develops and validates a scale to measure the shopper's attitude toward a point of sale display reflecting all relevant facets of a display from the shopper's point of view. Examination of the scale led to satisfactory results in terms of reliability, validity, and its predictive power for purchase intention. Summarizing, the scale can help to improve display designs prior to rollout, thus, enhancing the efficiency of display promotions.     

Development and validation of the Personal Nostalgia Scale

This research conducts five studies and uses 1185 respondents to develop and validate a six-item, seven-point Likert scale capable of measuring a personal nostalgia response to an advertisement. Traditional forms of scale development and a variety of experimental conditions are undertaken to develop and validate the scale. Statistical techniques include t-tests, correlation, regression, confirmatory factor analysis and a multitrait–multimethod matrix. This research fulfils a significant gap in the current knowledge as the current scales neither distinguish between the distinct types of nostalgia nor measure personal nostalgia as a response to advertising independently of other reactions. This is despite personal nostalgia being considered as a distinct form of nostalgia with a suggested differing influence on a number of important consumer behaviour responses. The scale has implications for researchers undertaking future studies exploring personal nostalgia's influence on consumer behaviour reactions. Nostalgia is also a commonly used and has effective advertising appeal, and this research provides practitioners with a parsimonious instrument to measure the level of personal nostalgia experienced as a result of advertising exposure. This assists in ensuring accuracy when predicting consumer reactions.     

The effect of organizational justice, perceived organizational support, and perceived supervisor support on marketing employees' level of trust

For more than four decades, research has investigated the relationship between perceptions of organizational justice and employees' work attitudes. This study used two data sets to examine how perceptions of organizational justice influence marketing employees' perceived support and trust. Specifically, this study examines the role of perceived support as a mediator between organizational justice and trust. The results indicate that in Study 1 perceived organizational support (POS) serves as a mediator between procedural justice and organizational trust. Interactional justice is both a direct and indirect predictor of supervisory trust through perceived supervisor support (PSS). Distributive justice is related indirectly to organizational trust through PSS and directly to organizational trust. In contrast to the results in Study 1, distributive justice is an antecedent to both POS and PSS while procedural justice is related directly to organizational trust.